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My Unforgettable Encounter with Bad Customer Service

• Categories: Customer Service Personal Experience

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Published: Sep 16, 2023

Words: 755 | Pages: 2 | 4 min read

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The initial signs, the frustrating wait, the disheartening experience, the consequences.

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5 Cringeworthy Customer Service Experiences (and How to Avoid Creating Them)

Customer service specialists

The ProProfs Live Chat Editorial Team is a diverse group of professionals passionate about customer support and engagement. We update you on the latest trends, dive into technical topics, and offer insights to elevate your business.

We’ve all been there.

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached.

Inaction, rudeness and failure to take ownership of their mistakes – these are just some of the negative approaches to customer success that have left a black mark on many organizations. It doesn’t matter how much a business pulls in revenue-wise either; all companies are both equally susceptible to errors in judgment that leave a bad taste in consumers’ mouths.

Below, we’ve listed real-world examples of customer service gone horribly awry and offered up some universal lessons that can be gleaned from these stories. The underlying truth in all of them? Take your customer relationships seriously.

Whether it’s a lack of strong communication , an insensitive tone, automated replies or just a knowledge gap between the customers and the reps who serve them, forging an authentic rapport with clients are where revenues are won and lost these days.

In our digital-first age, negative word-of-mouth travels faster than ever, so preventable public displays of ineptitude should be avoided at all costs.

Examples of Terrible Customer Service Stories That Lead to Bad Experience and How to Avoid Replicating Them

The best way to not make the same mistakes is to learn from those who make them. We understand that they may not be visible to all. But here’s a list of terrible customer service stories that will help you know what shouldn’t be done with your customers.

Walmart’s Price Matching Mistake

We start things off with one of America’s best-known corporations, Walmart. The retail giant found itself in hot water in 2014 after they refused to match a lower price listed on their own website for an item at one of their Atlanta locations.

Apparently, when a local father and his son went to the store to track down a Lego set, the staff told them that they didn’t match their own online prices. “I had to buy it on Walmart.com and do the free pickup option in the store to get the lower price,” the father recalled. “My son and I stood there and watched as a different employee came a few minutes later, picked the item up off the shelf, and brought it back to the holding spot for pickup.”

The catch? The dad in question could only retrieve the item the following day, even though he was standing in the Walmart when he completed the transaction online. It’s a lack of convenience that defies logical explanation.

The lesson: Always prioritize the needs of your customers over the policies that have been drawn up in a boardroom somewhere. There are going to be exceptions to those rules and new loopholes that are found; it’s how you deal with those scenarios and how you put the consumer’s satisfaction first that will help you retain clients long-term.

Comcast’s Intentional Name Change Blunder

In 2015, Comcast was forced to apologize after a service rep changed a customer’s first name from Ricardo to “A**hole” when his wife refused to renew their contract. Seriously, it’s one of the terrible customer service stories that did happened.

Despite giving the customer a two-year refund and publicly showing some remorse for the actions of its employees, the story still made waves and went viral. Many thought the case was emblematic of Comcast’s reputation for consistently sinking to new customer service lows, even being named the most hated company in America in 2017.

In an industry where customer-facing staff members aren’t done any favors with head-scratching policies and lots of bureaucratic red tape, that kind of insensitive behavior won’t do your organization any favors.

The lesson : E mpathy for customers is sadly not a given in the business world and, oftentimes, failure in this department stems from a lack of internal emphasis on that quality. Teach management to care about their employees and that sense of responsibility will be reflected by customer service staff when they deal with clients.

Walgreens’ Customer’s Health Scare

A Walgreens customer had a very good reason to be miffed about her experience with the drugstore mainstay: She had suffered chest pains that were the result of a store’s pharmacist filling her prescription incorrectly for almost a year.

When she wanted to be compensated for time missed at her job as well as medical expenses, Walgreens referred her to a third-party company and then ghosted her altogether, refusing to respond to messages.

Eventually, when an apology was issued, it was the kind of vague lip service that only led to more bad press being sent the company’s way. In the court of public opinion, that type of response doesn’t stand up to scrutiny.

The lesson : Don’t just take responsibility for your actions but do so in a way that accurately reflects the severity of the situation. Mistakes happen and sometimes they’re unavoidable; take the proper steps to show other customers that you’re moving towards actionable change. It’s always better than hiding behind insincere prepared statements, thus helping you create examples of good customer service stories.

Whirlpool’s Embarrassing Negligence

As described in the NYT column “The Haggler,” a local woman encountered a customer service nightmare after purchasing a microwave oven for just over $216. It worked intermittently, requiring a company-approved service technician to visit her home five times, replacing certain parts more than once.

Whirlpool’s customer service response? The opposite of what you would’ve hoped.

Their team didn’t help her get a new equipment. Instead, they wanted her to wait out her 1-year warranty and go through another technician before an exchange would be considered.

Even after the column’s publication of the story gained traction, the company said they’d only give her a refund if she paid them to dispose of the machine as well as sign confidentiality clause. Both decisions made me do a double take while reading the initial report and I’m sure I’m not the only one.

The lesson : Don’t compound an upsetting issue by insisting on confidentiality clauses and requesting additional fees. Even if your business doesn’t make tons of money, the small monetary loss isn’t worth the PR disaster that could ensue. Weigh the pros and cons of a firm, policy-based carefully.

Gasp’s “Pretty Woman” Moment

Remember that scene in “Pretty Woman” when the saleswomen in a posh Los Angeles department store talk down to Julia Roberts? Well, something similar happened in Australia back in 2011, when Gasp employees were downright mean to a woman who was shopping for bridesmaid dresses.

During a follow-up email conversation with management, the company doubled down on defending this toxic behavior, stating that the customer should “shop somewhere else” because she wasn’t “fashion forward.”

It didn’t stop there. The negative press coverage that made its way into European and Western markets was described by the retailer’s area manager called the viral exposure the “best thing that has happened to our business.” Yikes.

The lesson : Don’t normalize rude, tone-deaf behavior of any kind. Once it becomes part of a company’s fabric, that kind of reputation can be very difficult to shake, especially in the comments section of their social media accounts. Always take the high road. After all, you’d rather like to be on the side that creates examples of good customer service stories, rather than terrible ones.

Set Examples of Good Customer Service Stories

To really understand your customers’ expectations, it is important to first see what the big names have done so far. By saying that, we basically want you to know what mistakes they’ve done and learn what you shouldn’t do to retain your customers. After all, you business is reliant on your customers and keeping them delighted is your number one priority.

That’s why we’ve compiled a list of examples of terrible mistakes that big names in the industry have committed so you could avoid making them again. Be the one who creates good examples and not the drastic ones.

These examples of customer service gone wrong are all cringe worthy at best but, when it comes to your business, all these snafus can easily be avoided. By making customers the priority when they have issues with a product or service, you’ll be promoting positive, productive discussion instead of a negative, toxic back-and-forth. Establishing your brand as a trustworthy entity that cares about their clients will go a long way to ensuring financial sustainability for years to come.

About the author

Proprofs editorial team.

The ProProfs Live Chat Editorial Team is a passionate group of customer service experts dedicated to empowering your live chat experiences with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you're getting the most reliable resources to enhance your customer support initiatives.

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Good vs. Bad Customer Service: What's the Difference?

Updated: January 29, 2020

Published: September 09, 2019

Going on vacation is one of my favorite ways to spend money. And believe me, I like to spend money.

Everyone's idea of a perfect vacation is different, but for me, it's about luxury. If I'm spending my money on a break, I want to experience high-quality customer service. Everything should run as smoothly and effortlessly as possible, so I can spend my time relaxing, instead of sorting out problems.

It's for this reason that I am rather scrupulous when it comes to choosing a hotel. The hotel's customer service has become the primary factor that influences my stay. Even the highest-rated hotels can miss their mark if they don't deliver excellent customer service.

In this post, let's define what great customer service is using two, five-star hotels as our example. We'll compare one with above-and-beyond customer service against another hotel that fails to meet the same standard. Then, we'll explain how you can learn from these examples and apply them to your own business.

Examples of Good vs. Bad Customer Service

Before diving into my experiences at each hotel, let's identify each one as Hotel A and Hotel B. Hotel A had great service, while Hotel B did not.

Example of Good Customer Service

At Hotel A, breakfast would be served in five courses. Despite being delicious food, one morning I didn't want anything on the menu. Dimitri -- we knew the staff by name -- responded immediately with, "No problem! What would you like instead? The kitchen can prepare anything."

There wasn't any hesitation in offering me a solution to my problem. Within a few minutes, my avocado toast with a poached egg was delivered. Suffice to say, I was a very happy guest.

Every day, we would find our loungers by the pool and as soon as we laid down, one of the waiters would deliver us our favorite drinks. There was no need for us to explicitly order them as the staff got to know our routine and we were glad to accept the drinks. We would spend time having conversations with the staff, getting to know one another and genuinely enjoying their company.

Hotel A was beautiful, but what truly sets it apart was the standard of service it delivers. It was simply faultless. Now let's compare that to Hotel B.

Example of Bad Customer Service

Hotel B was wonderful, the food was excellent, the rooms were supremely comfortable and the hotel itself is beautifully designed. We enjoyed our stay and the facilities were great. So, what was different?

For starters, we ordered coffees at our sun loungers. It was windier than usual and as the wind picked up, it took with it my husband's full-to-the-brim coffee. It went all over his towel and lounger.

We signaled for assistance and a waitress hurried over. When we explained the situation, her immediate response was, "Are you willing to pay for this coffee?"

You could see the panic on the waitress's face as it was clear that she was completely unsure of how to handle the situation. When we -- rather awkwardly -- replied by saying that we hoped to get a replacement coffee, ideally free of charge, it took three staff members to assess the situation before the manager was called over. Immediately, he ordered us a replacement coffee.

My husband and I chatted about our experiences at each hotel. We both agreed that the situation at Hotel B was handled poorly, despite its ultimately good outcome. How could such a wonderful hotel have such arduous processes in place for rectifying minor mistakes? It wasn't long into our chat when we both realized the key difference was between the two companies.

The Difference Between Good vs. Bad Customer Service

The staff at Hotel A, regardless of seniority, were encouraged to think on their feet and apply common sense to resolve situations. It wasn't that nothing ever went wrong at Hotel A, but rather staff members were able to solve problems by themselves. In short, they were given the autonomy to do their jobs to the highest standard. This seems to be a theme with most businesses that are known for their good customer service .

Conversely, at Hotel B, it became clear that management were the only people applying common sense to situations and making decisions. Because of this, if anything went wrong none of the junior staff members were able to do anything. This created unnecessary drama and angst.

Why Bad Customer Service Occurs

In hindsight, it's easy to criticize Hotel B for their customer service protocol. In fact, you may be wondering why an organization would resort to such an inefficient approach. However, there are a few factors that could have led to this system and they could easily affect your business as well.

• Junior members don't have as much responsibility or expertise as management or aren't paid enough to make decisions.
• In the past, junior members were allowed to make decisions and made poor choices.
• Not everyone has common sense, so it's easier to standardize the processes and elect management to make decisions.

The first two reasons can be corrected with proper hiring and training. Staffing your teams with trustworthy employees is critical to customer service. If you can't trust reps to make their own decisions, they'll end up encountering bottlenecks and data silos when trying to resolve basic customer service issues.

The last reason on this list is a problem that growing organizations often face. As they hire more employees, they need to ensure a consistent experience for their customers. However, as you standardize your company's processes, you may lose personalization elements that made your brand successful.

In the next section, let's talk about how you can maintain that high-quality level of customer service as you grow your customer base .

How to Maintain Good Customer Service

While customer expectations remain the same for growing businesses, the focus of customer service shifts as companies increase in size .

1. Balance personalization with efficiency.

With smaller companies, customers expect personalized customer service. There are fewer people to remember, from both the perspective of the employee and the customer, so forming strong relationships is easier.

With growing companies, customers understand that service may be less personalized, but is more efficient because the company has more resources. This means that customer service problems should be resolved quickly and at little expense to the customer. For example, this is why we expect refunds to be processed faster by larger companies.

2. Value every customer's experience.

In the case of #CoffeeGate, the result was positive; we got our replacement coffee free of charge, which we were happy about. However, the overall experience didn't match up to our expectations. It was about the way the service was delivered that left us with a sour taste.

We felt that the company's motivation boiled down to money. How much would it cost to replace the coffee? Were we willing to pay for the original one? How were they going to sort out the bill?

It felt cold because we were no longer valued customers. Instead, we were just some arbitrary guests costing the business money. It's situations like these where customer service teams need to assess the situation and provide an appropriate response. While large organizations have protocol for a reason, these rules shouldn't contribute to a negative customer experience, especially when it's over a trivial matter.

3. Hire motivated staff.

At Hotel A, you got the feeling that the staff enjoyed their work. It felt like they were always happy to help when needed. In return, customers enjoyed spending time with them because the environment felt relaxed and happy. Because the staff liked their jobs, they contributed to a positive customer experience. And, the result?

We spent more money and we would go back and do it over and over again.

4. Use customer service to complement sales.

Great businesses recognize that customer service isn't cost-centered. Instead, going the extra mile to provide great customer service creates its own sales opportunities. For example, customers who experience excellent service are more likely to purchase again and spend 17% more with your company. Not only do customers remember positive experiences, but service reps also have the opportunity to upsell and cross-sell .

Excellent customer service isn't about procedure and protocol, it's about how you make your customers feel. Get that right, and they'll be loyal to your brand for a long time. And if in doubt, here's a good rule of thumb: if the wind blows your customer's coffee over, get them a new one.

If you're looking to avoid a service catastrophe like this one, read how you can improve customer experience .

Don't forget to share this post!

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15 Examples of Bad Customer Service & Ways to Fix Them

• Updated Mar 06, 2024
• Estimated Reading Time: 0

In this article, we’ll explore the detrimental effects of poor customer service, examples, and provide insights into how businesses can mitigate these risks to foster positive customer experiences and sustainable growth.

What Is Bad Customer Service? 

Bad customer service can be defined as when a business fails to meet customer expectations in terms of service quality, response time, or overall customer experience. The factors that hurt customer service are inefficient support staff, a lack of real-time support, or an inability to understand your customer’s needs.

Poor customer service not only worsens existing customer relationships but also endangers potential opportunities and obviously erodes the bottom line of your business. Research by Microsoft states, “ 58% of consumers choose to switch companies because of poor customer service experience .”

Good Customer Service Vs Bad Customer Service

How does bad customer service experience affect your business.

According to the report by WalkerInfo , customer experience will outshine price and product as the key brand differentiators by 2024 . The customer experience (CX) continues to be a decisive factor for many customers. Businesses need to understand how a poor service experience would impact their overall brand.

Here are the consequences of bad customer service:

Lost Revenue : Customers who experience poor service are less likely to make repeat purchases or recommend the business to others. It results in lost sales opportunities.

Damage to Reputation : Negative experiences shared by dissatisfied customers can tarnish the company’s reputation which leads to a loss of trust and credibility in the market.

Increased Churn Rate : Customers may choose to switch to competitors who offer better service and leading to higher churn rates and decreased customer loyalty.

Negative Word-of-mouth : Dissatisfied customers are more likely to share their experiences with friends, family, and online communities. It spreads negative word-of-mouth and potentially deterring new customers.

Decreased Customer Lifetime Value : Poor customer service can reduce the lifetime value of customers as they may spend less over time or disengage from the brand entirely.

Legal Issues : In extreme cases, unresolved customer complaints or disputes can lead to legal action, or result in costly litigation and damage to the company’s reputation.

Employee Dissatisfaction : Constantly dealing with unhappy customers can take a toll on employee morale and job satisfaction. It inspires higher turnover rates and decreased productivity.

Missed Opportunities for Improvement : Negative feedback from customers provides valuable insights into areas where the company can improve its products, services, and processes. Ignoring or dismissing this feedback can hinder growth and innovation.

Impact on Brand Image : Consistent bad customer service experience can erode the brand’s image and values, making it difficult to attract and retain customers who align with its ethos.

• Increase Churn Rate – When you deliver a great experience, customers will return to you, and on the contrary, substandard service will encourage them to churn. A single instance of bad customer service is enough to make you switch to a new company. 
• Higher Customer Service Costs –  Acquiring a new customer can cost five times more than retaining an existing one. When customer service standards decline, the number of touchpoints increases, which has a drastic impact on customer service costs.

15 Examples of Bad Customer Service & Ways to Fix Them

What are the reasons that may label businesses with the worst customer service experience tag? Now, let’s take a look at the 15 worst customer service examples and ways to fix them all. 

1. Ignored Complaints

A customer repeatedly contacts the company’s customer service department to report a defective product they purchased. Despite multiple attempts, the customer receives no response or acknowledgment from the company. The lack of communication leaves the customer feeling frustrated and ignored, ultimately damaging their trust in the company.

How to fix it?

• You’ll have to ensure that there is a clear and efficient system for logging and addressing complaints promptly.
• You can use the automated acknowledgment emails or messages to reassure customers that their concerns are being looked into.

2. Long Wait Times

When customers call the company’s helpline for assistance, they are greeted with lengthy wait times before reaching a representative. Some customers report waiting on hold for hours, listening to repetitive hold music and automated messages. This prolonged waiting period not only wastes the customer’s time but also adds to their frustration and impatience.

• You should invest in additional customer service representatives during peak hours, and offer alternative contact methods like live chat or callback options.
• Try to implement a call queuing system with estimated wait times to manage customer expectations.

3. Rude Staff

Customers interact with customer service representatives who display rude or disrespectful behavior. Instead of being greeted with professionalism and courtesy, customers encounter dismissive attitudes, condescending remarks, or even outright hostility from the staff. Such behavior leaves customers feeling disrespected and undervalued by the company.

• You need to provide comprehensive training on empathy and effective communication techniques.
• You’ll have to implement quality assurance measures such as call monitoring to identify and address inappropriate behavior promptly.

4. Incorrect Billing

Despite being charged incorrectly for their purchases, customers encounter difficulties when attempting to resolve billing issues with the company. Customer service representatives may lack the necessary skills or authority to address billing discrepancies effectively. As a result, customers face prolonged delays, repeated requests for information, and frustration in their efforts to rectify the situation.

• Conduct regular audits of billing processes to minimize errors.
• Empower frontline staff to issue refunds or credits without unnecessary bureaucracy, and provide comprehensive training on billing procedures.

5. Lack of Product Knowledge

When seeking assistance with a product or service, customers are met with customer service representatives who lack adequate knowledge or understanding of the company’s offerings. Your customer service representatives may struggle to answer basic questions about product features, troubleshooting procedures, or warranty information, leaving customers feeling frustrated and underserved.

• You can conduct ongoing training programs to ensure staff are well-versed in all products and services.
• Create easily accessible resources like knowledge bases or FAQs to assist staff in finding accurate information quickly.

6. No Follow-Up

Despite assurances from customer service representatives that their concerns will be addressed or that they will receive a callback with a resolution, customers never hear back from the company. When the follow-up promises are not fulfilled. It leaves the customers feeling abandoned and distrustful of the company’s commitment to resolving their issues.

• You can use a robust customer relationship management (CRM) system to track customer interactions and follow-ups.
• Set clear expectations for follow-up procedures and ensure staff are accountable for delivering on promises.

7. Refusal to Refund

Sometimes customers encounter resistance or outright refusal when attempting to obtain a refund for a faulty or unsatisfactory product. Despite providing valid reasons for their request, such as receiving a defective item or experiencing poor service, the company’s policy or representatives refuse to accommodate the customer’s refund request. It often leaves them feeling frustrated and unfairly treated.

• You should often review refund policies to ensure they are fair and customer-friendly.
• Empower staff to make exceptions when warranted, and provide clear guidelines on when refunds should be issued.

8. Hidden Fees

Customers discover unexpected charges or fees on their bill that were not disclosed upfront at the time of purchase. Despite expecting to pay a certain amount for a product or service, customers are surprised to find additional costs, such as hidden fees, taxes, or surcharges, which were not clearly communicated by the company. This lack of transparency leaves customers feeling deceived and distrustful of the company’s pricing practices.

• You must clearly disclose all fees and charges upfront during the purchasing process.
• Provide detailed breakdowns of costs and be transparent about any potential additional charges.

9. Poor Communication

Customers experience confusion and frustration due to inconsistent or contradictory communication from the company’s customer service department. Different representatives may provide conflicting information or instructions regarding the resolution of a customer’s issue,. It often leads to further uncertainty and delays in resolving the problem.

• You should always try to implement standardized communication protocols to ensure consistency across all channels.
• Don’t forget to provide comprehensive training on effective communication techniques and encourage active listening skills.

10. Outdated Systems

Customers encounter technical difficulties when attempting to interact with the company online or through its website. For example, the website may be slow to load, unresponsive, or prone to crashing, making it difficult for customers to place orders, access account information, or seek assistance.

These outdated systems hinder the customer experience and reflect poorly on the company’s commitment to technology and innovation.

• You should not delay investing in upgrading or replacing outdated systems to improve website performance and reliability.
• Conduct regular maintenance to prevent crashes and downtime during peak periods.

11. Overpromising, Underdelivering

Customers are given unrealistic expectations or promises by customer service representatives regarding the resolution of their issues. For example, representatives may assure customers of a quick resolution or delivery timeframe that ultimately fails to materialize. This discrepancy between expectations and reality leaves customers feeling disappointed and let down by the company’s inability to deliver on its promises.

• You always have to set realistic expectations with customers and ensure staff are trained to provide accurate estimates of resolution times.
• Communicate any delays promptly and offer proactive solutions to mitigate the inconvenience.

12. Lack of Empathy

Customers feel that their concerns are not being heard or understood by customer service representatives who lack empathy or compassion. Instead of acknowledging the customer’s frustration or dissatisfaction, representatives may adopt a cold or indifferent demeanor, making customers feel unimportant and disregarded by the company.

• Foster a customer-centric culture within the organization, emphasizing the importance of empathy and understanding.
• Provide ongoing training and reinforcement on the value of empathy in customer interactions.

13. Pushy Upselling

Instead of focusing on addressing the customer’s immediate concerns or issues, customer service representatives prioritize upselling additional products or services. For example, representatives may pressure customers to purchase upgrades, add-ons, or extended warranties, rather than focusing on resolving the customer’s existing problem. This aggressive sales approach leaves customers feeling pressured and disrespected by the company’s priorities.

• You can encourage a consultative approach to sales that focuses on identifying customer needs and providing solutions.
• Provide incentives for staff to prioritize customer satisfaction over sales quotas.

14. Inadequate Training

If the customers interact with customer service representatives and notice they lack the necessary training or expertise to assist them effectively. Representatives may struggle to navigate the company’s systems or policies, leading to confusion, errors, and frustration in their interactions with customers. This lack of training reflects poorly on the company’s investment in its employees and their ability to deliver quality customer service.

• You need to focus on comprehensive training programs that cover not only product knowledge but also customer service skills and problem-solving techniques.
• Provide ongoing support and resources for continuous learning and development.

15. Blame Game

Instead of taking responsibility for mistakes or shortcomings, customer service representatives deflect blame onto the customer. For example, representatives may accuse customers of not following instructions, misunderstanding policies, or causing their own problems, rather than acknowledging the company’s role in the situation. This refusal to accept accountability leaves customers feeling frustrated and unfairly treated by the company.

• You should build a culture of accountability within the organization, where staff take ownership of customer issues and work collaboratively to resolve them.
• You can provide training on conflict resolution and problem-solving techniques to empower staff to handle challenging situations effectively.

Bad customer service is detrimental to any business. However, if your business is customer-centric, delivering a better customer experience becomes the ultimate objective for your organization. By becoming CX’s first brand, you not only eliminate the negative impact of customer service. Also, build lifelong customer relationships and brand loyalty.

REVE Chat provides an automated customer service platform that allows your business to deliver real-time sales/support assistance. Sign up today and empower your support team to deliver a great customer service experience.

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Snigdha Patel

Snigdha Patel is a customer experience researcher, author, and blogger. As part of REVE Chat, she focuses on helping organizations maximize customer experience using omnichannel messaging and conversational AI.

She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more.

Serving as the lead content strategist, Snigdha helps the customer service teams to leverage the right technology along with AI to deliver exceptional and memorable customer experiences.

Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty.

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99 Customer Service Essay Topic Ideas & Examples

🏆 best customer service topic ideas & essay examples, 👍 good essay topics on customer service, ❓ customer service essay questions.

• Customer Service Field: Internship Experience I learned how to handle customer requests and complaints and forward them to the responsible staff at the bank. Each day of the internship period in the customer service section was often coupled with a […]
• Customer Service in Restaurants It can be quite frustrating to make a customer wait for a certain meal only to deliver the wrong one to them. We will write a custom essay specifically for you by our professional experts 808 writers online Learn More
• FedEx Customer Service Malfunction The micro issues include poor tracking and follow up of the lost package, inadequate feedback to the client on the status of the package, and uncoordinated responses to alterations in customer delivery requirements.
• Customer Satisfaction and Service Proper customer service, which is the act of providing services to the customer during the whole transaction process, is important for the success of every business.
• Zappos: How Excellent Customer Service Can Drive Growth The company believes that the right corporate culture is the foundation of exceptional customer service. According Tony, zappos is a company that is committed to delivering happiness to all the stakeholders.
• Toyota Company Customer Service Through the company’s quality products, Toyota has built a bank of goodwill that will enable it to maintain customer loyalty in the long-term.
• The Importance of Empowerment in Customer Service Management Customer service employees are in a better position to respond to the needs of customers because of their grassroots experience. Empowerment enables employees to follow the ideals and strategies of their organization in their interactions […]
• Customer Service and Its Value in Companies The top leaders of companies must realize that they have a duty to not only meet the needs of the customers, but also to work hard to exceed the expectations of the customers.
• Ryanair’s Customer Service The company exploits the fact that customers are concerned with company core products, service delivery and the company’s image. In addition, the company maximizes on its product delivery service with respect to the level of […]
• Customer Service Situations The price on the marking label was not the same as the price in the check. Describe a customer service situation where the customer won at the expense of the service provider.
• The Mount Rundle Hotel’s Customer Service Failure The difference in the price of the same service on two different websites indicates that the hotel is not keen on customer services.
• Burger King: Satisfying Customer Needs In response to the recent obesity trends in the US as well as in other countries, Burger King has started to adjust its menu.
• The Mount Rundle Hotel: Customer Service Failure Moreover, the hotel is not committed to offering quality services to its clients, and that is why nobody is concerned that guests do not have adequate toiletries in their rooms.
• Flow Charts in Customer Service Problem Solving For solving the problems that arise in the customer service environment as well as improving the processes an organization uses, it is very important to understand what is done in the company at every stage.
• Apple Inc.: Customer Service The continuous innovation of the company has led to its capture of the music industry with the creation of iTunes and the Apple Store.
• Restructuring Customer Service Department at Wall-Mart In addition, the consultant should be ready to face resistance on the part of the managerial staff and personnel; The role of the manager will include Controlling the availability of resource and device the exact […]
• Customer Service Improvement Plan for Shopee Pte. Ltd. Role What do they do Who Change Sponsor The CO and the MGD will assess expenses to improve the complaint/refund processes to reduce the average dispute resolution time (Trustpilot, n.d.). Improving Shopee’s hotline service, including new tools, workforce expansion, and processes for investigating lost package cases without delay, will be considered (Trustpilot, n.d.). In collaboration […]
• Competent Customer Service in Business The customer is the principal value for any enterprise, and every company should improve the quality of products and services to provide the necessary level of assistance.
• A Customer Service Position: A Job Description The skills required for a customer service position also vary depending on the company, but some common skills are typically required and, thus, must be included in the job description.
• Outsourcing Customer Service for Axe Co. To avoid congestion at the headquarter premises To avoid workload for human resource and finance department To improve quality of customer service, support To promote the company’s awareness by partnership To provide quality customer […]
• United Airlines Firm’s Customer Service Problem Complexity stands for the interconnection of the yield management system and the absence of actions to do in crises, such as overbooking.
• Aspects of Customer Service In this progression, the association needs to distinguish why the things need to change, and on the off chance that individuals in the association are not fulfilled, it would be hard for the association to […]
• Saudi Airlines: Excellent Airline Customer Service Strategic branding is what the airline management has put in place to ensure that better services are delivered to the customers.
• Northwestern Memorial Hospital: The Customer Service Model The management of the hospital then uses the collected feedback to improve the manner in which its staff handles customers. The second way in which the adopted customer experience model of the hospital benefits the […]
• Recommendation on Customer Service This department is the one which can significantly improve the quality of services provided as it is a mediator between the client and the hospital’s employees.
• Functioning of the Customer Service in AL Baraha Hospital The customer service in Al Baraha Hospital is based on the principle that the well-being of the patients should be the top priority for medical workers and administrators.
• Healthcare System: Customer Service The overall objective of this action was to defraud the public through false claims submitted to the Government by the company.
• Customer Service Improvement Project at Qatar National Bank Evaluation Hayes and Wheelwright’s 4-Stage model is a conceptual tool meant to evaluate the project with the extent of how its operational contributions improve the company’s competitiveness.
• Defending Public Service Values in a Customer Service Age Regardless of the propagation and persistence of requests concerning the process of serving customers, the relationships between the public and the organizations that provide services are impacted by the performance expectations and public priorities.
• Richard Branson’s Customer Service Secrets It is exceptionally true when the competitors in the sphere of action are huge companies with billions of assets. The majority of big businesses’ owners are usually isolated from the employees and the customers in […]
• Managing Customer Service for Abissnet Company The main purpose of this report is to develop strategies, which will help to improve the overall quality of customer service in the company Abissnet.
• E-Business: Evaluation of Customer Service The Customer service page of the site http://www.drsfostersmith.com/general.cfm is quite exhaustive in that it offers all that a customer requires to know about his pets in regard to caring for them and about the different […]
• Effective Customer Services and Common Customer Services Customer services are a very important matter to be considered in any business and it is equally difficult to handle. The fact is customer’s can never trained to be better customers than what can a […]
• Customer Service Award for Excellence The main motive for the creation of this prize is the need to critically evaluate organizations working in the sphere and outline the most effective approaches and models that are used to create excellent customer […]
• Excellent Customer Service: Models and Implications Furthermore, regarding the fact that the majority of companies recognize this idea, the need for the creation of long-term relations with customers and their loyalty becomes the only possible way to win the rivalry.
• Customer Service Seminar: Project Proposal The major group to whom the project is intended is the executives and employees of Bank of America who deal with the customers. The sponsor of this project is Bank of America.
• Atrium Health: Key Service and the Role of the Customer Service Department The customer receives reports and updates, as well as reminders and messages, which facilitates the communication process and helps the person to remain aware of the state of their health.
• Customer Service: Quality and Protection It is important to note that the differences do not relate to the number of individuals involved in the purchase or consumption of the product.
• Telefónica’s O2 Brand Marketing and Customer Service O2 is the trademark used by Telefonica U.K. Limited and one of the largest telecom companies in Europe. It is part of the global telecommunications group Telefónica S.A.
• Customer Service Representative Training Evaluation The expected outcome of the survey comprises of the strengths and weaknesses of the content of the training session and evaluation of instructors who lead this training session.
• Customer Service Representatives’ Training Program The seminar is aimed at re-emphasizing the duties of the CSR team and the value placed on them. It is intended to enable trainees to note the most appropriate and applicable communication skills in client […]
• Business Communication in Customer Services It is also important to note that effective business communication promotes employee retention strategies, which in turn reduces the rate of labor turnover within an organization.
• Best Food Superstores’ Customer Service Policy The problem is in the system’s weaknesses when the price on the label does not match the actual price fixed in the main computer at the cash desk, and the consumer should get or not […]
• The Importance of Customer Service in Healthcare The location of the training was the Brooklyn Hospital Center, and the presenter was the Nurse Educator. Since the professional background of the audience was nursing, the subject was clinically relevant, and the nurses could […]
• Touchpoints in UAE Government Customer Service Delivery A recent report published in the article by Ahmed indicates that the United Arab Emirates is ranked in the 21st position globally and the leading country in the Arab world in terms of citizens’ level […]
• Hondwreck Partsheaven Project Plan: Inventory and Customer Service As a seller of car parts and a provider of wrecking services, Hondwreck Partsheaven is looking to improve the quality of the provided services, optimize the inventory processes, and optimize the overall performance of the […]
• Customer Service Representative: Organizational Structure The method is usually simple to undertake, the HR manager will collect adequate information in a timely manner, and it reveals the aspects of the targeted position that might not be captured by the other […]
• Customer Service Representatives’ Training The training program must also address the service orientation attitudes and skills of the CSRs because they are not able to apply their knowledge on registration steps for effective delivery of services.
• Customer Service in the UAE Banking Sector What are the dimensions that have affected the level of service quality the most in UAE Islamic banks? Jabnoun & Khalifa carried out a research study on the dimensions of service quality that affect the […]
• Sonic Drive-in: Customer Service Communication The personnel in the store had to shift from the automated communication system in the ordering station to a manual system that threatened to slow down the delivery of foods to the clients.
• Customer Service Conflict Management Strategies The key difficulty is, therefore, to find out what type of customer the support is dealing with and, thus, to choose the appropriate strategy to calm him/her down.
• The Customer Service Perspective: Balanced Scorecards In the opinion of business administrators, these metrics can throw light on the experiences of customers and their assessment of the company’s performance.
• Jordan’s Restaurant Customer Service The level of cleanliness within the restaurant, warm greetings the choice and preference of where to seat made the whole experience lively.
• Customer Service as a Part of Business Strategy The use of the term “customer service” requires delineation to ensure that there is not confusion with other aspects of customer care in the business. The important issue in regards to the definition of customer […]
• Improving Customer Service in a Nigerian Musical Instrument Company The research questions guided the development of the questionnaire and in turn, the specific questions in the questionnaire dealt with the issues associated with the project.
• Walmart Project Plan: Customer Service and Technological Base Therefore, the project implementation should be controlled on the basis of performance measures and evaluation of the overall climate in the workplace.
• Netflix Customer Services In light of setting up the support services, they have to consider the needs of customers in order to ensure that the support services are focused on customers.
• Customer Service Training The main objective of a needs assessment in an organization’s training program is to identify performance weaknesses and necessary knowledge and skills needed to eradicate the weaknesses.
• Customer Service and Interpersonal Experience: Starbucks The focus of the paper is on the principles on which the company was created and this is tackled in the background section of this paper.
• Role of Customer Service in Technology Industry However, it is significant to note that the preciseness of the value of customer service in an organisation varies in relation to the industry, the service offered and or the product being offered for sale.
• Developing Competitive Advantage Through Customer Service The achievements of the company are attributed to its ability to attract and retain large numbers of customers from all parts of the world.
• Customer Service Improvement: Mobilicity Phone Company With this situation in mind, I would like to propose to the CEO on the best advertisement solutions that would assist in improving the popularity of the company and hence its sales as well as […]
• Stress Management among Customer Service Employees: Antecedents & Interventions A focus on the identification of current and potential stressors affecting this group of employees, and the subsequent development of interventions which could be used by the employees to manage and curtail stress effectively, is […]
• Customer Service Excellence and Customer Satisfaction In service offering, product refers to a service concept that has the capacity to give value to customers. Here, their aim in the customer service system should be to boost the quality of their interactions […]
• Socially Responsible Marketing and Customer Service To achieve this, organizations need to bring both the internal and external stakeholders together in such a way that they can share in the effort of maximizing the bottom line of the company.
• The Problem of Customer Service in Companies In fact, one of the founders noted how customer service greatly impact on the products that the company sells and highlighted the very important part of their policy which is allowing the customer to provide […]
• Empowerment in Customer Service Management The term empowerment refers to the process of providing more authority to the employees of an organization. Chebat and Kollias argue that the service industry is hugely dependent on the capacity of employees to deliver […]
• Customer Service Operations and Excellence The Meriden Hospital is one of the many hospitals and clinics belonging to the BMI Healthcare organization owned by the General Healthcare Group PLC.
• Hospitality Customer Service – Service Recovery Project As such, it is always important that the customer service supervisor is able to read the psychology of his or her staffers and ensure that all are of positive attitude to avoid service breakdown.
• Customer Service Representative It will help to collect the necessary data to design the most effective training program for customer service representatives. It is also important to note that questionnaires should contain data concerning the future training program.
• IT Role in Business Processes and Customer Service More importantly, the company implements the concept of full transparency of operations and is more attached to a scientific way of thinking.
• Customer Service at WestJet The success behind WestJet as a low-cost carrier is mainly attributed to the quality of service that the airline provides to its passengers.
• Customer Service Coordination Self-management on the other hand is the key factor because the coordinator must be self-aware all the time in relation to the environment and the needs of the customers.
• What Constitutes Good Customer Service?
• How Consistent and Reliable Customer Service Contributes to Customer Satisfaction?
• How Customer Service Grown and Changed Over the Years?
• How Does Customer Service Help Your Team?
• How Can Email Improve Your Customer Service?
• How Can Marketing Research Improve Customer Service of Popular?
• How Are Millennials Redefining Customer Service?
• What Reasons for Using Customer Service Policies Marketing?
• What Recommendations for the Customer Service Branch?
• What Makes Good Customer Service?
• Where Has Customer Service Gone?
• Why Customer Service Needed in Globalization of Logistics?
• Will Improving Customer Service Result in Higher Stock?
• Does the Web Reduce Customer Service Cost?
• Can Customer Service Affect the Business a Restaurant Has?
• What Relationship Between Customer Service and Logistics Management?
• How Are Strategic Management and Customer Service Connected?
• What Is the Customer Service Perspective?
• Which Administrative and Customer Service Skills Need?
• How Different Communication Techniques Used in Customer Service?
• How Can International Retailers Achieve a Competitive Advantage Through Customer Service?
• What Are the Three Essential Qualities of Customer Service?
• What Is the Role of Customer Service?
• What Are Customer Service Skills?
• What Words Describe Good Customer Service?
• How Is Culture and Customer Service Excellence Connected?
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Bad Customer Services

Every successful business organization provides quality services and products to its customers. Businesses should treat their customers with respect, dignity, and professionalism. Many customers have encountered bad services or products from different businesses.

I have also encountered several bad experiences as a consumer. I recently visited my Mobile Network Provider (MNP) to register for a new tariff. I had always trusted the company because of its quality services and support systems. It is also one of the best telecommunication companies in the country. The company has always been successful. I have always treated this company with respect because of its quality services.

The first observation after visiting one of the company’s Customer Care Centers was a queue of about 20 customers. These clients were looking for assistance from the company. I joined the queue with very high expectations. The queue was not moving because most of the tellers were busy chatting with one another. The quality of service delivery at this center was questionable. Every customer was unhappy with the situation.

Most of the customers expected the company to provide better and timely services. I was dissatisfied with this situation. The supervisor at the Customer Care Center was unable to coordinate his or her employees. The malpractice affected the quality of services delivered to the customers.

Every customer complained because the center did not offer the required services. I was unhappy with the company because it was no longer taking care of its customers. I did not get the required service because my time was limited.

The above situation was unpleasant because the tellers were unable to provide the required services to their customers. Every Customer Care Center should embrace the best practices and incentives to support the needs of every client. Employees should always respect their customers. Employees should also show respect by offering quality, effective, and timely services to their customers.

The tellers at this center did not support the needs of their customers. Every customer should be satisfied with the services and products offered by his or her company. I was unhappy because the tellers wasted my time. The tellers also failed to offer the required service to the other customers. This case study explains why every company or organization should be ready to provide quality and timely services to their customers.

The Customer Care Center needs to use several strategies to improve this situation. The Customer Care Center also lacked a good leader or supervisor. Such a leader should ensure every employee focuses on the needs of every customer. The supervisor should also be ready to monitor the practices and behaviors of every employee. This approach will ensure the tellers provide the best services and support to their customers.

The leader should have mentored these tellers to offer the best services. Employees should always understand the importance of effective customer support and care. A good workplace philosophy could have improved this situation. Such a philosophy ensures every employee fulfills the expectations of his or her customers.

Many customers appreciate every good service or product offered by an employee. It would be appropriate to hire competent employees who understand their duties and responsibilities. The above suggestions can improve this situation and make the Customer Care Center, a leading provider of quality customer services.

Bad Customer Service Examples (And How to Fix Them)

We all know them. The bad customer service examples that evoke PTSD like they happened yesterday.

That time when you were accidentally disconnected five times only to have to start fresh in the queue each time.

The rude employee in the drive through who messed up your order and blamed you.

Being transferred to agent after agent who can “answer your question,” having to start over with the story each time.

And those are only the mild “fit for print” examples of the worst customer service. A search for #customerservice on TikTok will provide more colorful war stories.

No business can afford to underestimate the importance of positive customer experience (CX). Instances of bad customer service happen and can be detrimental to your business. Spotting bad customer service examples in your contact center is a first step, but the real solution is how quickly and comprehensively you fix the root causes.

We’ve curated seven of the most common examples of bad customer service and provide surefire ways to fix them—ways to turn that customer service frown upside down .

What is Bad Customer Service?

Bad customer service can be defined as when a business fails to meet the customer expectations in terms of service quality, response time, or overall customer experience.

Virtually no agent or contact center wants to deliver bad customer service. There’s myriad reasons why contact centers and agents fail to deliver less-than-stellar CX. Oftentimes, lack of resources, tools, training, outdated technology, or a combination, negatively impacts service delivery and ultimately affects customer satisfaction and retention. Sometimes the business is focused on KPIs that negatively impact experience, even when that is not the intent. Its important to understand the downstream impacts of that type of behavior.

Bad Customer Service is Bad for Business

In some cases, it is not “one strike and you’re out” when it comes to a bad customer experience. However, a recent survey shows Americans are more unhappy with the customer service they’re getting than ever. And according to a PWC customer experience survey , in the U.S., even when people love a company or product, 59 percent of customers will walk away after several bad experiences, 17 percent after just one bad experience.

Poor service negatively impacts the business in several areas:

• Company and brand reputation
• Customer churn or decreased customer loyalty
• Unhappy customers tell friends, families, and colleagues about their experiences
• Costs associated with loss of revenue, product returns, etc.
• Negative online reviews
• Low employee morale and higher agent turnover

7 Bad Customer Service Examples (And How To Fix Them)

Bad example 1: lack of empathy.

Customers expect an agent to be on their side and apologize on behalf of your company when a product or service fails to meet their expectations. They want to hear the agent say they’re sorry and acknowledge the inconvenience caused and detail how the issue will be resolved.

If a customer service rep cannot empathize with them and is running through the script with no emotional engagement, the customer might feel as if there’s no admission of responsibility or genuine apology.

Understanding and caring about customers’ needs and frustrations comes with the job in contact centers. Agents must be able to demonstrate they care about your customers’ needs and frustrations.

Not being able to show empathy through tone, communication, and other means leads to frustrated customers and worst case, lost customers.

Using the right tone and language is just one aspect of a great customer service attitude. Your loyal customers also want to feel as though your agents have the solution for every problem, even if they don’t. Customers who encounter agents saying they don’t know how to help them cannot inspire confidence and are likely to feel disillusioned with your overall service.

While you can’t teach empathy, contact center leaders can take measures to instill a “can do” positive approach to CX.

• When hiring agents, include interview questions that gauge empathy and soft skills.
• Make sure you set up metrics to measure how emotionally responsive and engaging your agents are.
• Leverage technology that empowers proactive support. Playvox’s Coaching feature enables you to offer guidance on the fly and base your review of specific customer interactions, with no need to disrupt agents’ productivity.
• Train agents to stay positive and approach issues with emotional intelligence to minimize the risk of customers ending interactions with an unpleasant experience.

Related: 31 Empathy Statements to Improve Your Customer Service Today

Bad Example 2: Making Customers Wait

This is one of the most common examples of a bad customer service experience. The prospect of waiting in a phone queue or for a response online for several minutes (or longer) is enough to inspire a sense of dread in even the most upbeat customer.

A Zendesk survey revealed almost one in three customers expect a response in under five minutes by phone. And live chat responses follow similar turnaround expectations, if not quicker.

In an increasingly instant culture of wanting everything yesterday, contact centers need to make sure they don’t fall prey to long wait times for response and resolution.

It’s vital to get your queue and response times down as much as you can. But easier said than done when you have limited customer support agents available. The solution? Again, technology to the rescue.

• Artificial intelligence (AI)-driven solutions allow your contact center to automate your workforce management (WFM) processes, to ensure you properly staff the right agents across your omnichannel business and can measure real-time changes to reduce impact to customer experience.
• Benchmark meaningful KPIs then set goals to improve your response time and other key metrics
• Improve contact center processes and customer service skills through automated workflows, performance dashboards and other tools
• Encourage customers to access omnichannel support—a win-win

Bad Example 3: Difficulty Accessing Customer Service or Support

Do you know companies who only offer support through FAQs or email? Or those that only offer inbound phone calls with long wait times as the only path to resolution?

One size does not fit all when it comes to delivering outstanding service. The goal of contact centers and their agents is to make it easy for customers to resolve their problems or get information in an effective, timely, and convenient manner.

Zendesk mentions that a whopping 86% of customers expect online self-service options. A robust self-service option for customers is the first line of defense to deflecting common requests. But it’s also critical to offer inbound phone support, should customers need to access it.

Modern contact centers understand that providing robust, omnichannel customer service is a must have for success. Customers want to reach you when and how they want to reach you—chat, messaging, email, website, and phone—and contact centers need to make it seamless.

• Offer robust FAQs and knowledge library for a convenient self-service resources
• Leverage technology to resolve issues the first time to keep support volumes down and CX up.
• Build an environment where the right people with the right training and knowledge base are ready to help customers in any channel.

Bad Example 4: Transferring Customers from Agent to Agent

We all know this scenario too well. You reach an agent, only to be told you need to work with another department. The dreaded “Let me transfer you” happens. Sometimes multiple times.

Being bounced like a ping pong ball from one agent to another is one of the most familiar poor customer service examples. Not only does this imply your agents don’t know how to solve problems, it also suggests your entire operations needs work too.

When a customer calls with a specific issue, be it of a complex technical nature or something more simple, there should be agents who specialize in the more challenging areas of support.

A critical success factor in providing outstanding CX is providing first contact resolution or FCR. Customers want their problems solved or questions answered on the first try.

If frequent FCR isn’t happening in your contact center, consider auditing the current transfer call rate to uncover root causes. Is more agent training needed? Will segmentation or specialization help support more complex service requests?

Customer service teams should be empowered with proper tools and training to help customers resolve issues on the first try. Develop and enhance your knowledge base and resources available to agents to help them better resolve customer questions and complex issues.

Playvox allows you to connect your customer service variables and create KPIs to measure how often customers are being transferred and hear the effect this has on them through random call monitoring.

Bad Example 5: Asking Customers to Repeat Themselves

Being asked to give the same personal details, explain the nature of your problem, or anything else multiple times are all avoidable examples of a frustrating customer experience.

When customers are asked to repeat information it results in frustration and an unsatisfactory support experience. Customers perceive that their time isn’t being valued or the agent isn’t really listening.

Often this need to repeat is a result of multiple or disparate software systems that don’t talk to each other. Agent A collects customer information only to find out they need to transfer to Agent B. Agent B is on a different system and so the agent cringes when having to collect information again. Not to mention the frustrated customer on the other end. 

Contact centers should work to consolidate technology solutions and update to modern platforms that carry customer information and agent discussions through all phases of customer transactions, regardless of channel. This also allows contact center leaders to monitor for bottlenecks and strive for continuous improvement to boost customer satisfaction. 

Bad Example 6: Ignoring Customer Feedback

It’s no surprise that there’s a mismatch between customer expectations and what’s delivered on the customer service end. From the same PWC survey, “Only 38% of U.S. consumers say the employees they interact with understand their needs; 46% of consumers outside the U.S. say the same.”

While you are likely getting feedback from customers ranging from constructive to rage, other dissatisfied customers simply go away and stop doing business. As contact center leaders, are you listening to and acting upon customer feedback? Do you have the data to make impactful improvements and deliver exceptional customer service?

Your team has the power to turn a customer’s problem into a positive interaction that builds satisfaction and loyalty. This can sometimes feel like solving a puzzle that’s missing pieces.

Make the most from customer feedback:

• What does the data tell you? Analyzing and acting upon the data to improve CX can be a game changer.
• Take the time to measure and track customer satisfaction and customer sentiment .
• Follow up on negative feedback directly to turn dissatisfied experiences into happy customers. Remember that time when a manager followed up or called back? 

Monitor interactions between agents and customers. Leverage contact center solutions to proactively analyze agent interactions to look for coaching opportunities that improve customer service interactions and prevent negative customer experiences.

Bad Example 7: Displaying Rude Behavior and Bad Attitudes

Customer service agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers.

Everyone has good days and bad days. Your agents will go through times when they just cannot stand the thought of talking to another customer. It happens.

It’s the role of contact center managers to help agents remain professional and polite in every transaction–even when the customer is “challenging” or there is poor communication. The trick is to find the quickest solution for the customer’s problem and remember that there’s no need to respond with anger and go tit for tat with the customer.

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate and modeling positive language and attitude is the first step.

Today’s contact center technology can take a lot of manual tasks and time-consuming procedures off leaders’ and managers’ plates. With more time to invest in the customer support team, they can better connect and communicate with agents to keep engagement and motivation high.

• Deliver training not only for new hires, but provide ongoing refresher courses on best practices for handling unhappy customers.
• Do they greet the caller and introduce themselves by name?
• Do they listen to the customer and identify the issue when it’s first presented?
• Do they ask the caller if there’s anything else they can help with at the end of the interaction?
• Coach agents on conflict resolution. Know when a supervisor needs to step in to help mediate.

Turn Bad Customer Service Examples Into Great Ones

You’ll never eliminate bad customer service examples from your contact center. Recognizing the biggest collective biggest offenses is the first step. From there, focus on the fixes—like training, coaching, technology, and data—to turn bad customer service into excellent customer service. Your customers and your bottom line will thank you. Schedule a demo today to see how using Playvox can help you boost productivity, increase customer satisfaction, and reinforce your brand reputation.

We are a devoted and enthusiastic team that loves sharing knowledge!

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Wednesday, April 17, 2024 at 11:00 AM EDT

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Correct Poor Customer Service, Essay Example

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Introduction

Customer service satisfaction can determine if a company fails or succeeds. Customer satisfaction is the main determinant of whether a customer will return in the future or recommend the company’s services to others. For years, companies believed that prices were the leading force for returning clients, but current research has found that overall poor customer service is the number one reason why female customers do not return to companies they had a poor experience with (Babakus & Yavas, 2008). There are several factors that must be taken into account by companies that are attempting to improve customer service. First, the type of employees that work for a company must be evaluated. Next, the type of customer the company services is very important. Third, the location of the business determines a lot about the clientele. Finally, the competitiveness of the product pricing guarantees repeat customers.

Employee satisfaction is directly linked to great customer service. Employers spend great time and money to ensure that customers are satisfied, but often they fail to remember that employees are the key to success in that area. Studies have shown that when employees are happy with their jobs they tend to produce a warm and inviting environment for customers (Ndubisi, 2007). To ensure that employees are happy employers need to provide adequate training and competitive salaries. With proper training, employees have the necessary tools to make wise decisions that benefit both them and the company. Likewise competitive salaries create a working environment that has incentives to do a great job.

Understanding the characteristics of the customers a company service is very important in the company’s overall success (Ndubisi, 2004). When a company knows what type of customers they have, they can ensure that they are meeting the needs of those customers. Some customers are led by prices alone, while others are led by brand name. Those customers who are led by brand names usually do not care about pricing. Some customers are looking for hospitality and friendliness. Customers should be randomly contacted for input. This gives customer a sense of importance; they do not want to feel like just another customer. Companies should ask customers for their input.

The location of the business is important to customer satisfaction. The business should be located in a safe and clean environment.  According to, “Safe is the absence of danger, doubt, and risk” (Ndubisi, 2004). There should be adequate parking and lighting. The inside of the business needs to be neat, clean, and inviting. When the location of a business is not convenient for a customer, he/she will go elsewhere and only to that location as a last resort. The ominience of a company has a great effect on the client. Some customers come to businesses or stores just because they “feel good” in the business (Ndubisi, 2004).

The Product

The pricing of the product is very important. Some customers will drive completely across town to save on a product. Customers should have some selection to choose from. Companies should offer alternatives to their products that come at a cheaper price because not all clients can afford to pay for the best. There are some that want the best (name brand) and will not buy an alternative; while others only want to purchase a good alternative to the product. Accordingly, “Customer satisfaction is the measure of how a product meets or surpasses the customer needs or expectations” (Menon, & Kahn, 1995).

When a company has ensured that they have the right employees, know their customers’ needs, are located in the right place, and give customers a selection of products to choose from, they have ensured that they will have great customer satisfaction.

Babakus, E. & Yavas, U. (2008). Does customer sex influence the relationship between perceived quality and share of wallet? Journal of Business Research 61 (9), 974-981.

Ndubisi, N. O. (2004). Understanding the salience of cultural dimensions on relationship marketing, its underpinnings and aftermaths. Cross Cultural Management, 11(3), 70-89.

Ndubisi, N. O. (2007). Relationship marketing and customer loyalty. Marketing Intelligence & Planning, 25(1), 98-106.

Menon, S., & Kahn, B. E. (1995). The impact of context on variety seeking in product choices.             Journal of Consumer Research, 22, 285-295.

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