Guest Blog: Surviving Poor Customer Service: 10 Lessons Learned

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service.

When Live Chat Won’t Help Poor Customer Service

Velaro

Live chat can fix some common customer service issues your team may be having, but some issues it can only help, not fully transform. There are two major customer service problems live chat can readily fix, and two major problems it can help with but not significantly impact on its own.

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Top 10 Examples of Poor Customer Service

CSM Magazine

Maybe the best way to begin to describe excellent customer service is to talk about what it isn’t. It’s the opposite of this title, “The Lousy Customer Service We Receive Every Day.” ” Excellent customer service is seriously lacking most places we spend our money. Think about it, can you recall a recent experience where the customer service was really bad? How many of these had poor to average service?

Poor Customer Service Habits To Break Today

Nimble

Customer Care Customer Experience Customer FocusI think it’s safe to say that when it comes to our personal and work life, we’ve all developed some bad habits.

The silent exit of poor customer service

Service Untitled

Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. So what are some of the more obvious signs of poor customer service that silently drive customers away?

60% of Consumers Have Stopped Doing Business with a Brand Due to Poor Customer Service

Tricia Morris

Delighting customers is not the key to consistently satisfying customer service. But customers don’t expect (or evenly necessarily want) to be delighted every time they engage for customer service. What do your customers feel is an optimal response time?

Americans changing banks because of fees and poor customer service

Service Untitled

percent of customers compared to 8.8 percent of customers lost in 2010. I doubt many customers have forgotten the Bank of America announcement of charging a monthly fee for debit card users last year.

3 Ways Your Employees Are Killing Your Customer Experience

Myra Golden

Making it hard, rudeness and fighting with customers ruins the customer experience. Using hotels.com as the perfect example, I will walk you through 3 Ways Your Employees Are Killing Your Customer Experience. From the customer’s perspective, we’re just trying to solve a problem.

The cost of NOT focussing on Customer Experience

ijgolding

The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? Ultimately, customers the world over are struggling to know what to expect when they interact with businesses in most industries.

Poor customer service results in long term brand damage

Service Untitled

American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.

3 Ways Your Employees Are Killing Your Customer Experience

Myra Golden

Making it hard, rudeness and fighting with customers ruins the customer experience. Using hotels.com as the perfect example, I will walk you through 3 Ways Your Employees Are Killing Your Customer Experience. From the customer’s perspective, we’re just trying to solve a problem.

INFOGRAPHIC: The Financial Impact of Customer Service

Tricia Morris

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher.

Passengers on JetBlue angry over poor customer service

Service Untitled

The situation already reeks of terrible customer service, but the airline industry often has their own particular spin on egregious situations which somehow is supposed to explain any and all miserable experiences passengers are forced to endure – of course for the sake of our safety.

7 Ways Customer Service Can Support Sales

Tricia Morris

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. Here are seven ways customer service helps support sales: .

Sales 30

That Time When the McDonald’s Happy Meal Didn’t Make My Daughter Happy

Myra Golden

Me, the Customer Service Queen didn’t even notice. Just as I was exiting stage left, one of the executives from Customer Satisfaction asked me for my business card and she asked me to write my home address on the back of my business card. Me and Lauren when she was 6 years old.

That Time When the McDonald’s Happy Meal Didn’t Make My Daughter Happy

Myra Golden

Me, the Customer Service Queen didn’t even notice. Just as I was exiting stage left, one of the executives from Customer Satisfaction asked me for my business card and she asked me to write my home address on the back of my business card. Me and Lauren when she was 6 years old.

A man without a smiling face must not open a shop.

Myra Golden

As you know, service is everything to me. So, I say to my mother, “The service here is p **g me off. My mother and daughter get me when it comes to service. Bad Customer Service Makes People Cry, Shout and Experience Headaches.

What Poor Customer Service Says About Your Business

Talkdesk

Every good business leader knows that poor customer service is to be avoided. It is in the best interest of every company to treat their customers well. After all, it’s the customers who ultimately have power in the relationship. Customer Service

Dealing with the frustrations of poor customer service

Service Untitled

It’s no exaggeration that most of us have become truly frustrated by poor customer service at least once in our lives. Instead many of us have turned to retaliate against bad service via the use of blogs, Facebook, and Twitter.

Service Untitled» Blog Archive » Impact of poor customer service.

Service Untitled

Service Untitled The blog about customer service and the customer service experience. According to The Australian , the company now plans to spend $100 million over the next four years to improve their customer service.

Execs Still Don’t Get Customer Experience

360Connext

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Were any of us, really, surprised as customers?

10 Do’s and Don’ts of Excellent Customer Service

Provide Support

10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing.

How Consumers Are Changing the Face of Customer Service (Infographic)

Provide Support

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough.

What 1000 Consumers Say About Bad Customer Service

Kayako

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service.

13 Shocking Customer Service Statistics

Tricia Morris

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. 76% of consumers say they view customer service as the true test of how much a company values them.

Do You Show Your Customers You Love Them?

Wired and Dangerous

Noted small business guru Jim Blasingame talks often on his syndicated radio about the importance of “loving up” your customers in today’s highly competitive marketplace. The landscape of customer service has been re-contoured. What has caused customers to be so different?

How Bad Customer Service Slashes Your Sales and What to Do About It

Kristina Evey

Bad customer service – we’ve all experienced it. Poor customer service is rampant these days. The impact of poor customer service on your business is more than just the occasional upset customer.

5 World-Class Companies are Meeting the Expectations of Millennials | Boulder Crest Changing Lives | CXE ONLINE Academy is Now Available

The DiJulius Group

5 World-Class Service Companies are Meeting the Expectations of Millennials“The margin of error for businesses to get the customer experience right has never been more narrow as 68 percent of millennial consumers have stopped doing business with a brand due to a single poor customer service experience. Customer Service

Are you serving your customers or smothering them?

NewVoiceMedia

The customer/company relationship is just that, a relationship. On one hand, customers want to feel that they have a close, unique, real relationship with your brand. Question is, do you have a positive relationship with your customers or are you smothering them?

The social media dilemma: how to get the most dangerous customer service channel right

NewVoiceMedia

Here, we examine what leads customers to complain on social media, and how businesses can avoid many of these problems with an omnichannel customer experience. Why are customers complaining in the first place? While the cost of bad service might seem huge, it’s actually 1.2

Is silo mentality hurting your customer experience?

NewVoiceMedia

Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. When a customer gets in touch, it should be a seamless experience—a business should reply in one voice, regardless of the channel or department.

7 Killer Tips for your Travel Site and Call Center to Navigate the Busy Holiday Season with Ease

nanorep

But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous. The impact of poor customer service on your travel site: How does poor customer service impact customers?

Excellence doesn’t require permission

Customer Enthusiast

Blaming “low pay”, “unsupportive culture”, “insufficient training” or “poor managerial modeling”, these defenders of frontline mediocrity attempt to give indifferent, entitled, or disengaged employees a pass for their poor performance.

10 Warning Signs That Your Customer Service Sucks

Comm100

We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

Customer Experience Food for Thought

Customers Rock!

As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living.

6 Things Every CEO Should Know about Customer Service

Tricia Morris

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. Let’s face it.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’. Customer Experience 3.0

Lose the Customer’s Confidence and You Lose the Customer

CSM Magazine

Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence. Once the customer service representative came on the call, Cindy briefly described the problem. Shattered customer confidence.

Bad customer experiences make customer service mistakes harder to forgive

Service Untitled

Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Therefore with all of this in mind, is it any wonder that poor customer service triggers those negative feelings in us?