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Posts tagged "bad customer service"

Here is a sobering statistic. According to the Five9 Customer Index 2017 report, 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt. The numbers are different, but the concept is valid for any business in any industry. Continue reading

Nice Service or Flawless ExecutionCreate Confidence

We all know what bad customer service looks and feels like. We hate the customer service rep that is just going through the motions without any sincere care for the customer. We try to avoid the employee with an attitude (a bad one) that doesn’t understand that his or her job is to help ensure the customer wants to come back the next time he or she needs whatever it is the company sells. We all have stories of why we won’t go back to a place of business. Continue reading

Uninteneded ConsequencesSomeone in your organization irritated your customer. The customer left angry or upset. Maybe the customer was less than friendly and was difficult. Maybe the customer was too demanding or had unrealistic expectations. Whatever the reason, it doesn’t matter. The customer left unhappy.

Someone might say, “Well, it was just one customer.” Well that way of thinking is so last century! Continue reading

5-Ways-Lose-CustomerBad Customer Service

Want to lose your customer?  Deliver a bad customer service experience.  And it doesn’t really have to be that bad.  Sure, if it’s flat out abysmally terrible customer service you’ll most likely lose the customer, but sometimes it’s much less obvious.  It can be an attitude of indifference.  So, let’s get specific.  Here are five ways that are guaranteed to make your customers question if they made a good decision to do business with you.  Continue reading

Two Customer Service Experiences to Learn From

I had two bad customer service experiences back to back that completely surprised me. Sometimes the people you do (or want to do) business with just don’t get it. They don’t have flexibility or they don’t take an extra step for one reason or another. They are lazy. Laziness is a customer service killer! Continue reading

This is the fifth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.

How much does it cost to deliver good customer service?

The question should actually be how much does it cost to deliver bad customer service? Bad customer service leads to low or no repeat business, no or poor word of mouth, morale issues inside the company, and more.

There is a cost to delivering good service. Sometimes it does cost more to deliver value. It also costs to train employees. Yet, usually the cost is far less than the cost of not providing a good and value-added experience for the reasons listed above.

Again, please share with us your answer or comments to the
above question. Thank you!

Shep Hyken is a customer service expert,  professional  speaker and New York Times bestselling business author. For information contact (314) 692-2200 or www.hyken.com. For information on The  Customer  Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXII, Shep Hyken)

We do business with an overnight mail/delivery company. We printed custom workbooks for an upcoming seminar and shipped them to our trainer to take with him to the program. The shipping company claims they made the delivery, but our trainer never received the workbooks. It turns out that the workbooks were delivered to the wrong address. Not knowing that at the time, we reprinted the workbooks.

Sure enough, the day before the trainer was to leave, the workbooks turned up. The driver admitted he made a mistake. So, now we have extra workbooks that we paid for, but don’t need.

We called the shipping company to tell them that because of the failed delivery, we incurred the extra costs to replace the books (which we can’t use). We requested that they reimburse us for this cost. After pleading our case, they said, “No.”

If you were me, what would you do…

Give them another chance?

Pull the account and go to a competitor?

Do something else?

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken

Sometimes I’m amazed at what companies will charge for. We work with a company to process our credit card sales. For over a week we’ve tried to call them to let them know about a change in our bank account number. This isn’t that big of a deal, but it has to eventually be done. No one called back. We tried calling our sales rep and she has not called back. But today we finally got through to someone who said they would take care of us.

This person told us they would be happy to make the change and that we would be charged a $25 “customer service charge.” I would have been okay with paying for it had they called it something else, like a “change fee.” But what they called it was a “customer service charge,” and there was no way I was going to pay for something I didn’t get.

Actually, I did get customer service. It was just bad customer service!

(Do you think I should pay for it? This is a rhetorical question.)

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken