Warning: These Bad Customer Service Stories might be happening in your business

Warning: These Bad Customer Service Stories might be happening in your business

When you are in charge of a business, it can be difficult to keep track of every little thing that goes on. In an ideal world, you would not have to be privy to every interaction with a client or customer because your system of hiring team members and delegating duties would ensure that your business is always putting its best face forward. When it comes to dealing with people, though, it can be easy for people to slip, especially when high-stress situations arise. Bad customer service stories, bad customer service quotes, and bad customer service experiences are a result of these slips.

Whether you hand pick each of your team members or rely on a mass hiring system, beware of these bad customer service stories that may be happening in your business.

Blaming the Hierarchy

  1. Blaming the Hierarchy

One of the worst customer experiences happens when they approach someone at your business with a problem and hear that the individual they are speaking to cannot do anything to fix the problem because the decision came from someone higher up the ladder. This leaves the customer feeling like their problem is not important, like the leadership of the business does not care, and wondering if your business is trying to cheat them out of their money. It also leaves a client or customer with nowhere to turn if the person they approached for help simply says that there is nothing they can do. This is a common reason clients and customers stop doing business with a certain entity and move on to a competitor. The situation arises most frequently with new employees who do not know how to fix a problem and naturally revert to the power and instruction of their supervisor.

To avoid this problem in your business, make sure that employees always have somewhere to turn when they are approached with a problem they do not know how to solve. You may also want to make sure they have training in crisis intervention so that they know how to keep themselves calm and focused when approached by a very angry client or customer.

Not Meeting Expectations

  1. Not Meeting Expectations

Another area where customer service can create a nightmare for your business is when your product or service does not perform as expected. The people who are responsible for delivering your services or addressing issues with a physical product should always reflect the overall values and intentions of the business. For example, let’s say you own a house cleaning business that markets friendly staff and all natural cleaning products. Sending in staff members who are cranky or irritable and use chemical based products, or even worse, who do not properly clean the house, would leave a client feeling cheated and unlikely to visit your business again. In cases like this, unless the client complains, you may never even know that the customer service component of your system is failing. For business that happens when a direct supervisor is not present or able to monitor the interaction, then you may be risking bad customer service stories, bad customer service quotes, and bad customer service experiences.

To prevent and fix this problem, utilize methods of constantly monitoring business in the field. You can offer clients a bonus or incentive for submitting evaluations and offer employees similar perks for soliciting the evaluations. You can also utilize secret shopper programs to give you detailed feedback on specific employees.

Not Giving What's Wanted

  1. Not Giving What’s Wanted

Another way to create bad customer service stories, bad customer service quotes, and bad customer service experiences is to give a customer what you think they need rather than listening to what they want. This is particularly common in specialty areas, like professional services and electronics stores. When a client says they want something then your business needs to address that want rather than what an employee thinks they actually need. Clients and customers look to satisfy their wants, not necessarily just to meet their needs. When someone approaches a business and feels like they are not being listened to then they are unlikely to return, creating a bad rapport with your business.

To avoid this problem, teach your team members about the difference between needs and wants and exactly how they can play off a customer’s wants to create additional offers based on their needs. This will create good will with customers and keep them coming back for more.

Bad customer service is something that happens in businesses. The larger your team the more likelihood that some bad stories will arise. You can keep these experiences to a minimum by proactively training and monitoring everyone who interacts directly with clients and customers on how to provide excellent customer service, even in the most unfortunate of circumstances.

 

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