AI? Customers Still Want a Human Voice in an Increasingly Automated World

Artificial intelligence may be transforming customer service, but new research suggests British consumers are not ready to surrender the conversation to machines.

According to exclusive YouGov research commissioned by Answer4u, 90% of UK adults prefer speaking to a real person when contacting a business. Almost three quarters, 74%, strongly favour human interaction, while just 2% would rather deal with an AI-powered chatbot, virtual assistant or automated telephone service.

The survey of 2,046 adults reveals a sizeable gap between the rapid adoption of AI by businesses and what customers actually want or need from their service experience. The preference for human contact was particularly strong among people aged 55 and over, reaching 95%.

This does not mean companies should reject AI. Used well, automation can deliver immediate answers to straightforward questions, process appointment bookings, provide information outside normal working hours and reduce waiting times.

The problem begins when businesses use technology to create barriers rather than remove them.

Customers quickly become frustrated when chatbots fail to understand a question, automated telephone menus offer no suitable option or there is no clear way to reach a real person. What may appear to be an efficient, money-saving system from inside the business can feel impersonal and obstructive to the customer.

“Businesses often assume the conversation is about choosing between AI and people. Our experience tells us it’s a much more practical decision than that,” Mark Menhennet, co-founder of Answer4u told That's Business.

“Customers want quick answers when their enquiry is straightforward, but they also want confidence that a knowledgeable person is available when the conversation becomes more complex.”

That distinction should guide future investment. AI is well suited to repetitive, predictable enquiries, but situations involving complaints, unusual circumstances, vulnerable customers or emotionally sensitive subjects require understanding, flexibility and judgement.

For businesses, the strongest strategy is therefore likely to be a hybrid one. Automation can handle routine work while trained employees concentrate on conversations where their expertise adds genuine value. Crucially, customers should always be given a simple and visible route to human assistance.

Answer4u’s director of operations, Stuart Wilson, said the challenge was not whether businesses should adopt AI, but where it improved the customer experience and where a skilled person delivered greater value.

The findings offer a timely warning: efficiency should not be confused with good service. AI can help businesses answer more enquiries, but customer loyalty is built through trust, reassurance and feeling heard.

The future of customer service will undoubtedly involve more artificial intelligence. Successful businesses, however, will use it to support human relationships, not to avoid them.

https://www.answer-4u.com

"60 Seconds? Too Long!" say many potential customers

Businesses Have Less Than a Minute to Answer Calls Before Customers Move On, Research Finds

New research suggests businesses may have less time than ever to make a good first impression, with many customers unwilling to wait even a minute for their call to be answered.

A nationally representative survey conducted by YouGov and commissioned by telephone answering specialist Answer4u has revealed the hidden cost of missed business calls, highlighting how quickly potential customers are prepared to take their business elsewhere.

The study, which surveyed 2,046 UK adults, found that 37% of consumers would abandon a call within 60 seconds and contact a competitor instead. Even more strikingly, 18% said they would give up in less than 30 seconds.

For businesses that rely on inbound enquiries, whether for sales, bookings or customer support, those figures represent a significant challenge.

The findings also challenge the long-held belief that customers will simply leave a message and wait for a callback. Only 6% of respondents said they would leave a voicemail rather than continue waiting for their call to be answered. Instead, nearly a quarter (24%) said they would switch to another contact method altogether.

The research highlights changing customer expectations in an increasingly fast-paced digital world. Consumers expect quick responses and immediate confirmation that their enquiry has been received, regardless of whether they are contacting a large organisation or a small local business.

According to Stuart Wilson, Director of Operations at Answer4u, the customer experience begins long before a conversation takes place.

He explained to That's Business that even the best products, services and customer support teams cannot help if a potential customer never manages to speak to someone in the first place. The research suggests businesses have a very small window in which to make a positive first impression.

The survey also uncovered some interesting demographic trends. Women were more likely than men to seek alternative ways of contacting a business rather than continue waiting on the phone, while consumers aged between 25 and 44 showed the lowest tolerance for call waiting times.

For small businesses, sole traders and professional service firms, the findings may be particularly relevant. Many business owners juggle customer enquiries alongside meetings, client work and day-to-day operations, making it difficult to answer every call immediately.

However, the research serves as a reminder that unanswered calls are more than a customer service issue. They can have a direct impact on lead generation, sales and customer retention.

In a competitive marketplace, every missed call could represent an opportunity that never returns.

https://www.answer-4u.com

Why Staff Training Is Essential for Every Business

Or why training should be at the heart of every business. 

Discover why training should be a core part of every business strategy, helping improve customer service, staff retention, productivity and long-term success.

Whether you run a small independent cheesemonger, manage a multi-branch chemist chain, or lead a professional business consultancy, one thing remains true: your people are your greatest asset. Yet far too many organisations still view training as an expense rather than an investment.

That mindset can prove costly.

The difference between a thriving business and one that struggles often comes down to the knowledge, confidence and professionalism of the people representing it every day.

Every Customer Interaction Matters

Customers judge businesses on the experiences they receive. A knowledgeable member of staff who can answer questions, offer advice and provide excellent service can turn a casual visitor into a loyal customer.

Conversely, poor service can drive customers away for good.

Imagine walking into a specialist food shop looking to spend a significant amount of money. If staff appear distracted, disengaged or more interested in personal conversations than serving customers, that potential sale may be lost. Worse still, the customer may never return.

A very dirty public-facing part of a national pharmacy chain

Training helps employees understand the importance of customer service, communication skills and professional behaviour. It ensures they recognise that every interaction has the potential to strengthen or damage the business's reputation.

And a business that doesn't teach and practice could cleaning and hygiene practices will put off potential clients or worse, potentially make people ill. 

Small Businesses Need Training Too

There can be a misconception that training is only for large corporations with substantial budgets.

In reality, small businesses often have even more to gain.

When a company has only a handful of employees, each person's performance has a significant impact on customer satisfaction and profitability. A single poor experience can affect online reviews, word-of-mouth recommendations and repeat business.

Regular training sessions do not have to be expensive. They can involve product knowledge updates, customer service workshops, health and safety refreshers or simply discussions about business values and expectations.

Keeping Skills Up to Date

Markets change constantly. New technologies emerge, regulations evolve and customer expectations shift.

Businesses that fail to train their staff risk falling behind competitors.

A chemist chain must ensure employees understand new healthcare guidance and products. A consultancy firm needs staff who are familiar with the latest industry trends and best practices. Retailers need employees who understand changing consumer behaviour and digital tools.

Training keeps businesses agile and competitive.

Building Employee Confidence and Retention

Employees who receive regular training often feel more valued and supported. They gain confidence in their roles and are better equipped to handle challenges.

This can lead to higher job satisfaction, improved morale and lower staff turnover.

Replacing employees is expensive. Recruiting, onboarding and training new staff can cost far more than investing in the development of existing team members.

A Competitive Advantage

In a world where customers have countless choices, exceptional service can be a powerful differentiator.

Products can often be copied. Prices can be matched. What competitors cannot easily replicate is a team of well-trained, engaged employees who consistently deliver outstanding experiences.

Training should not be viewed as an optional extra or something reserved for large organisations. It is a vital business function that directly influences customer satisfaction, employee performance, profitability and long-term success.

From the smallest independent retailer to the largest national chain, businesses that invest in their people are investing in their future.

If You Ignore Customers, Don't Be Surprised When They Shop Online. Because if Customers Feel Invisible, They Will Shop Elsewhere

A real-life lesson in customer service and why ignoring paying customers can drive shoppers straight to online retailers like Amazon.

The battle for the future of Britain's high streets is a topic that comes up regularly. 

Retailers talk about rising costs, online competition, changing consumer habits and the challenges of attracting customers through their doors.

But sometimes the biggest threat to a business isn't Amazon, eBay or any other online giant, or a supermarket. Sometimes it's simply poor customer service.

My wife and I recently experienced a perfect example.

We visited a specialist cheesemonger that we have used several times before. We weren't browsing. We had every intention of making a substantial purchase, expecting to spend somewhere between £50 and £60 on a selection of quality cheeses.

When we entered the shop there were only two members of staff present: the manager and an assistant who were both behind the counter. There were no other customers.

The assistant was engrossed in loudly reading a lengthy letter on her phone concerning the departure of the headmaster at her daughter's school. As my wife and I approached the counter, the manager glanced up and asked, "Can I help you?"

"Yes, please," I replied.

That should have been the start of a straightforward sale.

Instead, the assistant continued reading the letter aloud. At one point she even exclaimed, "Oh! I thought that was all, but there's lots more!" before carrying on. The manager appeared equally interested, asking questions and engaging in the conversation.

Meanwhile, my wife and I stood waiting.

And waiting.

And waiting.

Neither member of staff made any effort to serve us, acknowledge the delay, or even pause their discussion. Eventually we simply turned around and left.

The sale was lost.

As we walked away from the shop my wife summed it up perfectly.

"And shopkeepers wonder why people buy items on Amazon instead of using high street traders!"

Her comment struck a nerve because it highlights a truth many businesses still struggle to accept.

Customers don't just buy products. They buy experiences. They buy service. They buy convenience. They buy feeling valued.

Amazon doesn't always offer the best products, the lowest prices or the most specialist knowledge. What it does offer is efficiency. Customers click a button, place an order and receive what they need without being ignored or treated as an interruption.

Independent retailers have something Amazon can never replicate: personal service, expertise and human interaction. Yet those advantages disappear the moment staff become distracted by their phones or personal conversations.

Every customer who walks through the door is a potential sale. More importantly, they're a potential repeat customer.

In our case, two loyal long-term customers left empty-handed because two members of staff chose a school letter over a paying customer.

The lesson for businesses is simple: if customers feel invisible, they'll quickly find somewhere else to spend their money.

Incidentally, many cheesemongers have Amazon channels. To see what we mean please check out this link to our associated Amazon-powered retail shop:- https://amzn.to/4ojcYbK

Is Good Customer Service a Thing of the Past?

There was a time when good customer service was simply part of doing business. 

You walked into a shop, pub, or office and someone greeted you. 

If something went wrong, it was sorted out quickly and politely. The customer mattered. Not just in theory, but in practice.

Today, many people are beginning to wonder if that culture has quietly slipped away.

Across retail, hospitality, utilities, telecoms and even professional services, complaints about poor customer service are increasingly common. 

Endless automated phone menus, unanswered emails, live chat systems that lead nowhere, and staff who seem either overwhelmed or indifferent have become familiar frustrations.

Customers often feel like obstacles rather than valued clients.

The Perfect Storm Behind Declining Service

There are several reasons why service standards appear to have dropped.

First, many businesses have aggressively cut costs. Customer service departments are often seen as overheads rather than revenue drivers. As a result, teams are smaller, training is thinner, and staff are expected to handle far more enquiries than is realistic.

Second, automation has replaced human interaction in many sectors. While self-service tools and chatbots can be useful, they frequently create barriers when customers need real help.

When technology replaces people rather than supporting them, service quality inevitably suffers.

Third, staff burnout is real. Front-line workers are dealing with frustrated customers while often lacking the authority or resources to resolve problems. 

High turnover means businesses are constantly training new employees who may not yet have the experience or confidence to deliver excellent service.

Finally, many organisations simply underestimate how much poor service damages their reputation.

Why Customer Service Still Matters

Good customer service is not an optional extra. It is one of the most powerful competitive advantages a business can have.

Customers remember how they were treated long after they have forgotten the price they paid. A company that resolves problems quickly, communicates clearly, and treats people with respect builds trust, and trust drives repeat business.

In the age of online reviews and social media, poor service spreads rapidly. A single negative experience can reach thousands of potential customers within hours.

Conversely, excellent service can turn customers into advocates.

How Businesses Can Fix the Problem

The solution is not complicated, but it does require leadership.

First, businesses must treat customer service as a core part of their brand, not a cost centre. Investing in well-trained, empowered staff pays dividends in customer loyalty.

Second, technology should support service, not replace it. Automation should handle routine tasks while making it easier, not harder, to reach a real person when needed.

Third, companies must empower employees to solve problems. If every small issue requires managerial approval, customers will always be left waiting.

Finally, leaders must set the tone. Organisations that prioritise respect, both for customers and for staff, consistently deliver better experiences.

The Bottom Line

Good customer service has not disappeared entirely. Many businesses still deliver it brilliantly.

But in a world where customers increasingly expect frictionless service, too many companies are settling for the bare minimum.

The businesses that recognise this, and invest in genuine service culture, will be the ones that stand out.

Because despite everything, one simple truth remains:

People still remember how you make them feel.

Why Charity Shops Must Be Run Professionally. And Why Rude Volunteers Damage More Than They Help.

Discover why professionalism in charity shops matters, how rude volunteers impact sales and donations, and what charities must do to protect their reputation.

Charity shops are a cornerstone of the UK high street. 

They raise vital funds, support local communities, promote sustainability, and give pre-loved goods a second life. 

But there’s an uncomfortable truth that many shoppers and donors quietly recognise:

When charity shops are poorly run, or staffed by rude volunteers, everyone loses.

The Reality: Good Intentions Aren’t Enough

Volunteers are the beating heart of charity retail. Without them, many shops simply wouldn’t exist. But goodwill alone doesn’t create a positive customer experience.

Charity shops are still retail environments.

Customers expect:

Friendly service

Fair pricing

Clean, organised spaces

A welcoming atmosphere

When those basics aren’t met, shoppers don’t complain, they just stop coming back.

And when donors feel judged, dismissed, or treated poorly, they take their bags elsewhere.

The Cost of Rudeness

It only takes one negative interaction to undo months of goodwill.

Rude behaviour, whether it’s dismissive comments, passive-aggressive attitudes, or outright hostility, can have serious consequences:

Lost sales: Customers walk out and don’t return

Reduced donations: People choose other charities or disposal options

Brand damage: Word spreads quickly, especially online

Volunteer morale issues: Toxic environments drive good people away

In short, poor behaviour directly impacts fundraising, the very purpose of the shop.

Charity Shops Are Businesses. And Should Be Treated That Way

While charity shops exist for a cause, they operate in a competitive retail landscape. They compete with:

Other charity shops

Discount retailers

Online marketplaces like eBay and Vinted

To succeed, they must be run professionally.

That means:

Clear management structures

Proper training for volunteers

Defined customer service standards

Accountability for behaviour

A charity shop should feel just as welcoming and well-run as any high street store, if not more so.

The Volunteer Question: Support, Not Excuse

Volunteers give their time freely, and that deserves respect. But volunteering is not a free pass for poor behaviour.

In fact, volunteers represent the charity’s brand every time they interact with the public.

Charities should:

Provide basic customer service training

Set clear expectations from day one

Address complaints promptly and fairly

Remove volunteers who consistently damage the shop’s reputation

This isn’t about being harsh, it’s about protecting the charity’s mission.

Professionalism Drives Profit (and Purpose)

Well-run charity shops consistently outperform poorly managed ones.

Why?

Because they:

Build loyal customer bases

Encourage repeat donations

Create positive community hubs

Maximise the value of every item sold

Professionalism doesn’t undermine the charitable spirit, it strengthens it.

A Simple Standard: Be Kind, Be Respectful, Be Professional

At its core, this isn’t complicated.

Every charity shop should operate on three simple principles:

Treat every customer with respect

Appreciate every donation

Create a welcoming, inclusive environment

Anything less risks turning away the very people charities rely on.

Charity shops do incredible work. But to continue thriving, especially in today’s challenging retail climate, they must balance heart with professionalism.

Because raising money for a good cause starts with how people are treated at the till.

Discover why professionalism in charity shops matters, how rude volunteers impact sales and donations, and what charities must do to protect their reputation.

Why Customer Service Is Declining in UK Businesses, SMEs – and How to Fix It

Across the UK, small and medium-sized businesses and larger concerns, too, facing a growing customer service problem. 

From tradespeople installing uneven fencing to opticians failing to adjust glasses properly, customers are increasingly encountering work that simply isn’t done right.

This isn’t about unrealistic expectations. It’s about slipping standards.

What’s Driving the Decline?

For many UK businesses and SMEs, pressure is coming from all sides:

Rising costs force businesses to work faster with fewer staff

Training is rushed or skipped, especially in hands-on roles

High staff turnover reduces accountability and pride in workmanship

“Good enough” quietly replaces “done properly”

Complaints are treated defensively, rather than as feedback

Automation and rigid processes also mean customers struggle to speak to someone who can actually solve a problem.

The Real Cost for Small Businesses

Poor service hits SMEs harder than large corporations:

Fewer repeat customers

Negative Google and Trustpilot reviews that damage local reputation

Lost word-of-mouth referrals

More time spent dealing with disputes instead of growth

For a small business, one bad review can outweigh ten good jobs.

How UK SMEs Can Turn It Around

Improving service doesn’t require huge budgets:

Invest in proper training, even if it slows things down initially

Reward quality and care, not just speed

Empower staff to fix issues immediately

Treat complaints as free business insight

Rebuild pride in craftsmanship, whatever the trade or profession

Customers don’t expect perfection. They expect honesty, effort and problems to be put right.

Final Thought

For UK SMEs, customer service isn’t a “nice to have” – it’s a survival tool.

In competitive local markets, businesses that focus on doing the basics properly, communicating clearly and taking responsibility will stand out. Sometimes, winning loyalty really does start with making sure the fence is straight.

Why You Shouldn’t Assume Your Shop Customers Aren’t Neurodivergent

In retail, good customer service is often taught as being proactive: greet customers quickly, offer help, and make your presence known. 

While well-intentioned, these standard approaches can unintentionally create discomfort or distress for neurodivergent customers, particularly those who are autistic (ASD).

The key issue is assumption. You cannot tell whether a customer is neurodivergent by looking at them, and many autistic adults mask their differences extremely well.

Presuming that “everyone shops the same way” risks alienating a significant number of people who simply want to browse in peace.

Autism and the Retail Environment

For many autistic people, shops can already be challenging spaces. Bright lighting, background music, crowded aisles, strong smells, and constant movement can all contribute to sensory overload. When you add sudden human interaction into that mix, the experience can quickly shift from manageable to overwhelming. Especially at Christmastime. 

Common retail behaviours that may cause distress include:

Being approached from behind without warning

Sudden verbal interaction while deeply focused

Staff standing too close or blocking escape routes

Repeated offers of help after a customer has declined

These actions are not rude or malicious — but for some ASD customers, they can trigger anxiety, startle responses, or even a fight-or-flight reaction.

“Can I Help You?” Isn’t Always Helpful

Many autistic shoppers are highly independent and come into a shop with a clear purpose. They may have rehearsed what they need to buy, where it is located, and how long they intend to stay. An unexpected interruption can break that mental plan.

Repeated or enthusiastic offers of assistance can feel intrusive rather than supportive, particularly when the customer neither needs nor wants help. In some cases, the pressure to engage socially may even cause someone to abandon their purchase and leave the shop entirely.

The Problem With Assumptions

A major barrier to inclusive retail is the assumption that neurodivergence is rare, visible, or limited to children. In reality:

Many autistic people are adults

Many are undiagnosed or late-diagnosed

Many mask their discomfort to avoid judgement

That quiet, focused customer who avoids eye contact or startles when spoken to may not be “rude” or “awkward” — they may simply be navigating the environment in the best way they can.

A More Inclusive Approach to Customer Service

You do not need to eliminate human interaction to be inclusive. Small changes in approach can make a significant difference:

Approach from the front or side, within the customer’s field of vision

Allow browsing time before offering help

Use neutral, optional language, such as “I’m here if you need anything”

Accept ‘no thank you’ immediately, without repeating the offer

Avoid sudden touch or close proximity

These practices benefit all customers, not just neurodivergent ones. Many peopl,  tired parents, anxious shoppers, those dealing with chronic illness, also prefer calm, low-pressure environments.

Quiet Isn’t Disengaged

One of the most damaging misconceptions in retail is that a customer who is quiet, reserved, or avoids interaction is disengaged or unhappy. For many autistic shoppers, the opposite is true. Silence and space can mean comfort, safety, and focus.

Inclusive customer service is not about doing more, it is about doing less, more thoughtfully.

Why This Matters for Business

From a purely commercial perspective, neurodivergent people are customers with spending power, loyalty, and influence. Many actively choose shops where they feel safe and understood — and avoid those where they feel pressured or overwhelmed.

Word-of-mouth within neurodivergent communities is powerful. A reputation for being calm, respectful, and non-intrusive can set your business apart.

Final Thoughts

You don’t need to know who is neurodivergent to treat customers inclusively. By assuming that any customer may prefer space, predictability, and autonomy, you create a retail environment that is calmer, kinder, and more effective for everyone.

Good customer service isn’t about constant interaction. Sometimes, the best service you can offer is simply letting someone shop in peace.

The Double Standards of Customer Service: Why Do Businesses Tolerate Staff Rudeness Toward Customers?

All she wanted to know were the opening hours

If you’ve been out and about recently – whether in a doctor’s surgery, a retail shop, or even a customer-facing office, you’ve likely seen the signs. Bold notices on walls and reception desks that declare:

“We will not tolerate rudeness or aggression towards our staff.”

And quite right, too. Nobody should have to endure abuse while doing their job. Staff have the right to feel safe and respected at work.

But here’s the troubling contradiction: while customers are told in no uncertain terms that bad behaviour won’t be tolerated, businesses often turn a blind eye when the rudeness comes from their own employees.

A Growing Disconnect

The modern customer experience seems plagued by a strange imbalance. Patients at GP surgeries are made to feel as if asking a simple question is an inconvenience. 

Shoppers encounter curt staff who appear disinterested, or worse, openly dismissive or outright rude. Callers to public offices are sometimes treated with irritation rather than assistance.

This raises a vital question: if businesses are so quick to clamp down on customer misconduct, why are they so slow to address poor service and bad manners from their own teams?

Even charity shops are not immune to this type of issue. My wife found a bar of new, high end soap and a new cafetiere. When she approached the counter the volunteer behind the counter said: "Only swanky, toffee-nosed people buy this type of thing."

My wife, keeping her cool said: "Really? And do you think I'm swanky or do you think I'm toffee-nosed?"

The reply was "I didn't mean anything by it!"

The manager approached the counter, asked if anything was wrong and when appraised of what had transpired, sided with the volunteer. And yes, of course they have the "This charity does not tolerate rudeness or abuse to our staff." But not, sadly to their customers.

The Cost of Tolerating Rudeness

For businesses, the cost of allowing staff rudeness is high:

Damaged reputation – Word of mouth spreads fast. A single negative encounter can undo thousands of pounds’ worth of marketing spend.

Lost loyalty – Customers have more choice than ever. If treated badly, they will simply go elsewhere.

Toxic culture – When rudeness is tolerated, it creates a workplace where negativity thrives, dragging down both morale and performance.

Why the Double Standards?

There are a few reasons this contradiction exists:

Staff protection is visible, customer protection is not – A sign on the wall makes a strong statement, but how often do we see a poster saying: “We will not tolerate rudeness to our customers”? Rarely.

Excusing stress – High workload, pressure, or short staffing are often used as excuses for brusque behaviour, particularly in public services.

Power imbalance – In settings like doctors’ surgeries, customers (patients) can feel they have no choice but to accept poor treatment, which can lead to complacency from staff.

What Good Businesses Do Differently

The best organisations take a balanced approach:

Clear zero-tolerance policies both ways – Customers are asked to respect staff, and staff are required to show the same courtesy in return.

Training and accountability – Regular customer service training, plus processes for dealing with complaints quickly and fairly.

Empathy and communication – Encouraging staff to recognise the pressures customers face (illness, stress, financial concerns) rather than dismissing them.

A Call for Fairness

Respect in business should be a two-way street. Customers have every right to be held to a standard of behaviour, but so do the staff serving them. Businesses that only protect one side of the equation risk losing both custom and credibility.

It’s time more organisations lived up to the words on their own signs.

FACTFILE: 

Grok reveals that a 2019 study from the Journal of Service Research found 68% of customers experienced rude staff behavior, yet a mere 30% of businesses had formal policies addressing employee conduct toward customers, revealing a systemic double standard.

This disconnect is amplified by a 2023 UK survey by the Institute of Customer Service, showing a 15% rise in customer complaints about staff rudeness since 2020.

If you think your business could benefit from customer service training please check out this link: https://amzn.to/4nK18Gc