write an essay on best/worst customer service experience

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Describe your most recent customer service experience – 7 sample answers (briefly + in detail)

Applying for your first job in retail , you can hardly answer the typical customer service interview questions. It makes no sense to ask you about a time when you went above and beyond for the customer, or when you had to deal with an upset client. Hiring managers know that you simply do not have such an experience yet. Having said that, there are no newbies to customer service . Everyone of us shops somewhere, eats somewhere, and, if we have any money left, we go to cinema, or sports center, or any other place to satisfy our desire for entertainment. In all these places we gain customer service experience –from the other side of the table. Hiring managers wonder how we perceive it, and if we can tell a good service from a bad one .

Hence they will ask you to describe your latest experience with (good, bad) customer service, and to do it either briefly or in detail . Your goal is to convince them that you know what good customer service means, understand the importance of it (they made you feel good at some place, and hence you will return another time and spend more money there), and want to deliver such in your new job . Let’s have a look at 7 sample answers to this interesting question. My list includes both shorter and longer answers, and I hope you will find at least one of them fitting for your interview, job application, or essay. Enjoy!

7 sample answers to “Describe your most recent customer service experience” interview question

• Yesterday I dined in a restaurant with my boyfriend . It was out first visit to the place. What caught my eye immediately was that as soon as we sat down, someone approached us and brought us the menu. We didn’t have to wait for more than ten second. The waitress had a nice and welcoming smile , and was courteous and friendly. She came back less than three minutes later, and took our orders. You could really feel that she cared , and it made us feel welcome in the place. The food wasn’t the best–I would call it average to give it some justice. But the customer service was so good that I would seriously consider returning to the place, and give them another chance to cook better. This experience (and similar experiences) make me realize the huge importance of great customer service, and I hope to deliver such in my job.
• The last one is a bad one . I left my car in a car repair shop. The mechanic said he’d call me , and the car would be ready by Wednesday. But he called neither on Tuesday nor Wednesday, and when I tried to call them they did not reply my call . As you can imagine, this made me really nervous. It is a good mechanic, they know how to repair anything, and they do it for a good price, but they lack customer service skills. I can imagine that they are probably busy and do not want to waste time with calling. At the same time though, a short one minute call would not put a dent to their daily schedule and it would change so much for me. Even if they said the car would not be ready by Wednesday. At least I would know what was going on… Sure enough I hope to deliver a better service to my customers in my job.
• Speaking honestly, the last one I got here , in your place–though I am not the customer in a typical sense of the word. Yet as soon as I entered and said I was here for an interview, people treated me really nicely . They could probably sense that I was nervous–because I care about the result of this meeting. Hence they talked to me, offered me a chair and glass of water, wished me good luck. They went out of their way to make me feel good here, and to help me loosen up a bit. This means a lot to me, and I can sense customer service isn’t just an empty phrase here . It motivates me even more to succeed in this interview and get a job with you.
• I had a problem with my router, and internet wasn’t working. Called the company, and they had me waiting on the line for twenty minutes , before finally one of the operators answered the call. Yet as soon as they understood my problem, they said it is one for a technician, and I had to wait for fifteen minutes on the line again . Finally I got to talk to the technician and he fixed my problem within minutes. Was this a good, or bad customer service? In my opinion, the company should hire more operators and technicians , so customers do not have to wait for so long on the line. Everyone is busy nowadays, and we cannot just waste 40 minutes hanging on the phone, waiting for someone to finally respond.
• Just this morning, in a small cafeteria where I stopped for breakfast on my way here. From the first moment you could fell the barista hated their job . They played with their smartphone, and if I did not address them, they would not notice me in the shop at all. Then it took them a really long time to make a coffee, and even in a taste of it you could feel their bitterness . It was a bad customer service experience, and no doubt I won’t be stopping in the same place next time. I wished all people had jobs that they enjoy doing, though I also know it isn’t as easy as that in life.
• Hairdresser two days ago is perhaps my latest experience. I had an idea of a style I wanted, of the haircut and color I desired. And I spent a considerable amount of time planning this. Yet when I shared my idea with the hairdresser, she said that the haircut isn’t really fitting for my hair type, and would not go well with my eyes and forehead. She calmly explained me why and suggested a different haircut, more fitting for my face and hair. I agreed and you can see the result is really good! I honestly feel she went above and beyond for me. If she didn’t care, she would just do what I initially asked her to do. No doubt I will recommend this hairdresser to other people, and will myself visit her again.
• Went to the dentist just yesterday. I had an appointment on a certain time, and I came ten minutes earlier. Immediately I realized there were quite many people in the waiting room. Eventually it took ninety minutes until I finally got in. Neither the dentist nor their assistant said a single word of apology . Sure, I understand it isn’t always possible to predict how long each treatment will take. What’s more, a really painful case may arrive and get priority. I do not mind waiting, but I honestly think a word of apology, or some explanation, is necessary in this case. Everyone has some obligations, and while I could afford wasting two extra hours at a dentist, some people may not have such a luxury. But it is what it is, and I cherish even such customer service experiences , since they teach me how to do things better, in my own work, when dealing with my own customers.

Your attitude matters for the hiring managers, not the particular situation you narrate

Some people think their customer service experience is too basic, or uninteresting , to narrate in the interviews. Mark my words: they are asking about the latest experience, and you should narrate such. The key is to simply show that you have some eye for detail , and understand all the nuances of a good (or bad) customers service : how long it takes to get their attention, their non-verbal communication, whether they provide what they promise, how they treat you when you arrive, stay, and leave, etc. You should find enough examples on the list of sample answers above.

Describe briefly, or describe in detail

In some cases (especially on job applications ), they ask you for a “ brief ” description of your latest customer service experience. But what does brief really mean? For some people 20 words is already long, and some may consider 200 words still brief… Hence I would not bother with that much. As long as their is space on the application, and you have lines where you can write, feel free to elaborate on the experience, using the entire space allocated for this particular answer.

On the flip side, typically in job interviews , they may ask you to describe your experience with customer service in detail . In this case you can really describe all the nuances of the experience: overall vibe of the place, if employees took notice of you, waiting times, non-verbal communication, any problems or minuses you noticed, and so on. Hiring managers may elaborate on such a description with extra questions , and it can lead to an interesting discussion, at the end of which they may offer you the job. ..

Ready to answer this one? I hope so! Do not forget to check also sample answers to other tricky interview questions:

• Tell us about a time when you went above and beyond .
• What does an outstanding customer service mean to you?
• Describe a time when you had to deal with a difficult customer .
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Customer Service Experience – The Good, The Bad and The Ugly

You might have a lot of experience in delivering great customer service, but it doesn’t mean you are delivering a great customer service experience .

Hollywood flick The Good, The Bad and The Ugly tells the story of three gunslingers who compete for a gold fortune amidst the American Civil War. The phrase is commonly used to describe the best and worst of something, among others which could have been improved but were not. Today, we’re talking about the good, bad, and ugly side of customer service experience.

Customer service is pretty big in the modern digital age. We all engage with companies on a regular basis, and some things just don’t turn out the way you want them to. Now, combine this problem with modern technological innovation and multi-platform usage and you have the perfect recipe for customers with high demands. 

Satisfying their needs and wants is the only thing that companies want to achieve, along with providing a good overall end-to-end customer experience. With the growth of technology, customers are beginning to use multiple channels ( email , social media , chat , voice , etc) when interacting with a brand. This makes it important for companies to provide an exceptional customer service experience when dealing with customers.

According to Marketing Week , 15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points, with 50% regularly using more than four.

If I asked you to describe your previous customer service experience with a brand, what would your answer be? You would probably give an account of a positive customer experience or negative customer experience. This is exactly what makes up customer service experience – the way companies handle their customers.

Define: What is Customer Service Experience?

What is considered customer service experience? You won’t find many definitions of customer service experience. However, the truth is, it is very loosely defined and used by a variety of people in different industry. However, one thing is certain – it involves a fair amount of customer service. Let me explain.

Customer service experience is simply defined as the art of managing customers, and meeting or exceeding their wants and needs when they contact customer service. It can be used to describe someone asking about an item on a menu when ordering fast food at a drive-thru, or someone asking a salesman about a product at an electronics store. It is the service experience provided to customers at various points of contact with the organization.

Is there any difference between Customer Service Experience & Customer Experience? What about the difference between Customer Service Experience & Customer Service?

You probably already know the difference between customer service and customer experience. Customer service is part of the overall customer experience, and is reactive (unlike customer experience which is proactive).

Customer Service , Customer Service Experience , and Customer Experience are similar in the way that they all refer to dealing with customers and satisfying their needs and wants. Customer service experience is the overall experience of the customer when he deals with customer service and customer support, whereas customer experience is the sum of all interactions across all touch points with a brand.

5 Essentials of Customer Service Experience

There are 5 essentials to providing a good customer service experience:

• The right timing
• The right service
• The right processes
• The right people
• The right training

Customer Service Experience Challenges

Companies face a variety of customer service challenges in their quest to provide an exceptional level of customer service. Not only do they have to deliver an amazing end-to-end customer service experience, they also have to do it on multiple channels. Here are some customer service experience challenges faced by companies:

• Retaining customers and stopping churn
• Minimizing CES, or customer effort score
• Leverage customer intelligence to better engage customers
• Turn agents into brand ambassadors
• Eliminate interaction silos to decrease customer frustration

Why You Shouldn’t Provide Bad Customer Service

There are many reasons you should not be providing a bad level of customer service:

• It forces the customer to tell his friends and family about your company in a negative manner.
• The customer might go on a social media rampage.
• It spoils your chances of having a second chance at gaining their trust
• It might force the customer to switch to your competitor

The Good Experience: Good Customer Service Experience

When you have a good customer experience, it really speaks for itself. A good customer service experience is when the customer is satisfied with the company’s level of customer service.

Good Customer Service Experience Examples

Here are some examples of good customer experience:

• When the company solves your problem in a timely manner
• When the customer does not have to put in a lot of effort to get his problem solved
• When the company adequately compensates the customer if requested.
• When the customer service representative knows, understands, and effectively solves the customer’s problem on time.

The Bad Experience: Bad Customer Service Experience

Being a customer, how would you handle a bad customer service experience? It’s really not that hard to define poor customer service experience. But, when we do experience a negative customer service experience, it can result in distress and frustration for anybody.

A bad customer service experience results when a customer is dissatisf ied with the company he’s seeking assistance from. Bad customer experiences have adverse effects on business, such as reduced satisfaction, decreased customer loyalty, increased frustration, and higher customer churn.

Bad Customer Service Experience Examples

You probably experience bad customer service all the time – so many companies just don’t get it right. Here are some examples of a bad customer experience:

• In case of a query that requires a customer service executive to make an in-house call and he doesn’t reach on time. This causes frustration because the customer might have been waiting for the executive for a long time, or might have cancelled his plans just to get his product / service fixed.
• When a customer requests for assistance over the phone, and he has to wait ridiculously long periods of time just to talk to an agent.
• When the customer service agent asks for more information to verify your profile.
• Having to explain the same information to multiple customer service agents
• A customer orders a product from an online ecommerce store, has a problem with it, and finds out he has to mail the product back himself.
• The company takes too long to fix the problem.
• Unreasonable payments and unexplained surcharges
• Misinformation, or the agent provides wrong or inaccurate information
• When the customer has to do more work in order to solve his problem.
• When the agent follows a scripted response to provide customer service

The Worst Experience: The Worst Customer Service Experience

This is the ugliest part of customer service. Sometimes, customers go through quite an ordeal when dealing with customer service. We see it all the time on some social media posts which go viral. The worst customer service experience is when a customer is completely dissatisfied with the level of customer service a company has to offer.

Worst Customer Service Experience Examples

It doesn’t take rocket science to know when you’ve had the worst customer experience. Here are some of the worst examples of customer experience:

• When the customer service representative has no idea what you’re talking about.
• When the customer service representative does not speak the same language as you.
• When the customer service representative starts using foul or abusive language.

Man with No Name: How to Apologize to a Customer for a Negative Customer Service Experience

The movie The Good, The Bad, and The Ugly is about ‘Blondie’, or commonly known as the ‘Man with No Name’. In our contact center perspective, the Man with No Name is the agent who tries to apologize to the customer for a negative customer service experience.

We’ve all been there and experienced it at least once – you buy a product or service, something doesn’t go the way you had thought, and you end up waiting for an available customer service agent to talk to about your issue. You don’t care about his customer service experience skills – you just want someone at the company to talk to you about your specific problem. After 5 or 10 minutes, you get tired of waiting and cut the phone. You vow to hammer the next available agent with your frustration.

Mind you, these customer experience statistics might surprise you.

75% of online customers expect help within 5 minutes, according to Mckinsey . Moreover, according to Forrester , 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly.

But wait – soon you find out that your problem has been fixed and the agent on the other end seemed extra polite when dealing with you. So, you decide to might as well leave out the negativity till next time. Sometimes, the best way to deal with an angry customer about a poor customer service experience is simply apologizing to the customer.

Here’s how to apologize to a customer for a negative customer experience:

• Understand : Thoroughly understand what they are trying to say and empathize with their problem.
• Apologize : Saying sorry and apologizing is the best way to gain back a customer’s trust.
• Explain : Explain why they had to face the problem and what really went wrong.
• Fix : Fix their problem.
• Offer a Reward / Compensation : You’ve delivered a bad customer service experience, now offer a reward to compensate for your mistake. This will make the customer feel special and willing to do business with you again.
• End on a Positive Note : You don’t want your customer to feel dissatisfied in any way. Try to end on a positive note by asking what else you can do to help them, and end the conversation like a pro.
• Implement their Feedback : Try to ensure they won’t face the same problem again.

The Ultimate Experience: Ultimate Customer Service Experience

There is a considerable amount of difference between the best and worst customer service experiences. Ultimate customer experiences are surprisingly hard to find, and very few of us actually get to experience it. An ultimate customer service experience is when a company goes beyond what is expected of them to deliver excellent customer service, and then more. In short, they are able to WOW the customer with their service.

Ultimate Customer Service Experience Examples

When you experience something special, you can feel it in an instant. Here are some examples of the ultimate customer experience:

• When the company pleasantly surprises their customers in a positive manner
• When the company presents a unique level of customer service experience that no one else in the market is doing.
• When the company solves your problem in a timely manner and compensates the customer something in return
• When you’re having a chat with a customer service chatbot , but you can’t tell whether it’s a chatbot or a real human

• While you’re here, check out Ameyo’s customer service solutions to transform your customer service into the ultimate experience your customers will remember you for.

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Customer Service Experience: Definition, Tips, & Examples

Your company's customer service experience can make or break your relationship with your customers. Most businesses start to panic as soon as anything goes awry with a product, assuming that they'll begin to immediately lose customers with every outage or issue.

However, the fact that bad stuff happens isn't the problem: It's how you deal with it. That's where providing an excellent customer service experience comes in. You can turn a bad day into a good one by dealing with customer questions and issues effectively.

Here's how to create an excellent customer service experience that can win over any customer.

What is customer service experience?

Customer service experience is how customers feel when they get help from your company. Are they satisfied with the response they received? Did they get a timely answer? Was it frustrating to contact you? All of these aspects and more combine to become the customer service experience.

Providing an excellent customer service experience is essential for the success of your business. HubSpot found that "93% of customers are likely to make repeat purchases with companies who offer excellent customer service." Glance reports that 78% of customers have backed out of a purchase they had previously committed to due to a poor customer service experience.

Fortunately, customers are pretty transparent about what they want when they need help. Following the steps below, you can develop a customer service experience that wins over customers.

Inspiring customer service experience examples

Before we get into the details of how your company can build an excellent customer service experience, let's look at a couple examples of what happens when you get it right.

BarkBox goes head and tails above and beyond

When Melissa's dog Cricket managed to chew his way through a BarkBox toy meant for heavy chewers, she was upset. Cricket got sick from ingesting pieces of the toy, resulting in a hefty veterinarian bill — not to mention a sad pup!

But when Melissa contacted BarkBox, they completely turned the situation around. They immediately refunded her money, sent a new super-chewer toy, and apologized. But they took it even one step further.

Showing concern for the health of Cricket, they asked to see the veterinarian bill and reimbursed Melissa directly. Now she's a delighted customer.

"I have been very impressed with the way they have handled the whole situation. They have been very compassionate and fair and wanted to make sure they did everything possible to ensure Cricket was OK. Thank you BarkBox for stepping up and taking care of this."

The post on Facebook has been shared over 78,000 times and has over 100,000 likes! Not only is Melissa a happy customer, but other pet owners also know that BarkBox is a great company to purchase from.

Source Audio beats expectations

When Reddit user hekabip had a hardware and a software issue with their new guitar pedal, they contacted Source Audio through a form on the company's website. Then they sat back to wait, expecting a response in two or three business days.

Instead, Source Audio responded within 20 minutes, accurately troubleshooting the software issue and shipping out a replacement part for the hardware issue.

"The point is they just really did a great job addressing my issue fairly and timely," said user hekabip.

They posted their experience on Reddit, and other users added their own great Source Audio stories. This kind of advocacy is invaluable, especially on a subreddit targeted at guitar players.

How to create an excellent customer service experience

There's a common misconception that you can break down customer experience into three key components: discovery, engagement, and delivery. While that may be true at the most basic level, those things need more individualized attention if you hope to create memorable, meaningful experiences like the ones above.

1. Ask for customer feedback

When providing a great customer experience, only one opinion matters: the customer’s. Even if you think you're doing everything right, if the customer isn't satisfied with the service, they won't continue to do business with you. Gathering business feedback from your customers is the best way to help shape and improve your customer experience — not only does this make current customers feel heard, but it also enhances the product to attract future customers better.

The best way to determine if you're meeting your customers' expectations is to ask them!

Customer satisfaction (CSAT) surveys are a straightforward way of asking your customers for their opinions. After each customer service interaction, a survey is sent to the customer requesting feedback on the support they received. Most CSAT surveys also include a follow-up question asking for more detail.

Beyond CSAT — a great way to understand customer needs at the transactional service level — NPS (net promoter score) is a solid indicator of how engaged a customer is with your brand.

Responses to these surveys show you where you're missing the mark when trying to meet your customers' needs. If you're responding too slowly, your tone doesn't sit right with the customer, or you haven't fully resolved their issue, they will let you know.

2. Offer different methods of communication

If you ask ten different customers how they want to contact you, you might get ten different answers. From email to phone to messaging platforms, customers correspond with businesses in an unprecedented number of ways.

Customers believe having options is an integral part of a good customer service experience.

NICE inContact found that "90% of consumers are more likely to consider doing business with a company that offers multiple ways to communicate." Furthermore, when CMO Council asked customers which channels they expected businesses to offer, a large number of customers expected to see at least the following five channels :

Email (86% of respondents)

Telephone (65%)

Website (53%)

In-person (48%)

One glaring omission from this list is social media: a channel that is growing in importance as crucial customer demographics shift. Social media support differs from website or app support in that it is very immediate and public — mistakes your team makes are immediately evident and hard to recover from.

Though the channel can be tricky, ensuring that your team knows when it’s time to bring a support conversation to a more private venue, such as direct messaging , can help provide a better customer service experience on social.

You may also want to consider implementing a multichannel support strategy. Multichannel allows your customer to switch quickly from one channel to the other with minimal effort — from social media support to email or phone support, for instance. This can be made easier by using support software that integrates with the social media platforms your customers prefer.

When you're able to offer more options, your customers have a better experience.

The Complete Guide to Getting Started with Social Media Support

Discover the benefits of supporting customers on social and get the tools you need to set a social media support strategy in motion.

3. Make it easy to get help

Sometimes the best customer service experience is the one that you don't even notice. We call these " boring customer service stories ." They don't sound like much, and often we don't even remember that they happened.

But customers don't want to have to jump through hoops to get help. In fact, 96% of customers who've had a high-effort experience report being disloyal in the future (compared to just 4% of customers who found it easy to get help).

It's easy to put up barriers between you and your customers through complex contact forms, policies, and escalations. Removing any obstacles can help provide a better experience.

Here are a few ideas on how to get started:

Create a helpful knowledge base that customers can search to help themselves.

Make it easy for customers to contact you through in-app support like live chat , and include your contact information in easy-to-find locations .

Find ways to eliminate restrictive policies that make customers work harder to change their accounts.

Self-service is a great way to empower your customers to get their answers without even needing to talk to a human, but it can be alienating for some. Make it easy for your users to find any self-service functionality you have and get additional assistance if self-service doesn't work for them. Nothing creates a worse experience than trying to provide something smooth and easy and having it be more challenging work — like needing to reach out to support after spending time searching through a help center article.

4. Respond quickly

No matter what study you look at, a quick response tops the list of what customers require for a good service experience. SAP Hybris found that 52% of customers chose quick replies as the most critical attribute of good customer service. In a Forrester study, 77% of customers responded that valuing their time is the most important thing a company needs to do.

There are several ways that you can help to decrease response time:

Hire additional staff

Work with a BPO (business process outsourcer)

Implement chatbots

Create self-service options

Utilize an AI to suggest documentation

These options, especially bots, can be incredibly impactful, but they can ruin a customer’s experience if something goes awry. Always implement functionality with your customer experience in mind. Don’t build something out just to make it easier for your team members to respond quickly — they also need to respond correctly and considerately.

Your customers don't want to wait around for help. Focus on reducing first reply time and making sure your customers feel like a priority. It's one of the most important things you can do to provide excellent customer service .

5. Build a culture of caring

Ultimately, providing a great customer experience comes down to the people. If the employees in your company aren't engaged and motivated to care about customers, any other initiatives will fall flat.

In PwC's Future of Customer Experience survey , 80% of Americans identified friendly service as one of the most essential elements of a positive customer service experience.

But even beyond being friendly, building a customer-centric culture has a ripple effect across all decisions. To create a culture of caring:

Build customer-centric culture questions into your hiring process. How have candidates improved the lives of their customers in the past? How do they respond to an angry customer in sample interactions?

Consider launching whole company support to shrink the distance between customers and internal employees. When everyone has a chance to hear how their actions impact customers, they become more customer focused in their day-to-day work.

6. Create multiple touchpoints

The point when your customers reach out to your customer service team isn't the only time they will consider when thinking about the experience you've provided. Attention to detail should be woven throughout multiple touchpoints within the customer journey.

Here are some touchpoints you might consider:

When a user first visits your site.

When they first create an account.

When they add a new user.

When they pay for a subscription.

Purchase anniversaries

The customer journey is super important to the customer experience. Ensure that you are hyper-focused on customer experience as you craft each step of their journey. If you provide an excellent customer service experience but they have a terrible time trying to purchase, all your hard work will be for nothing!

Develop a customer service experience worth shouting about

Your customer service experience can save the day when customers run into trouble. By providing quick, helpful service that gets your customers back on their feet, you can create brand advocates for life.

Like what you see? Share with a friend.

Sarah chambers.

Sarah is a customer service consultant and the founder of Supported Content . When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter to keep up with her adventures.

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Customer Service Experience, Essay Example

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About two years ago, I and some of my friends made a trip to New York City (NYC). One of my friends Ada was a Nigerian girl with an upper class background whose father was a senior executive in a major Nigerian oil company. NYC is one of the fashion capitals of the world and it is not unusual for female tourists to shop at retail outlets operated by one of the leading fashion brands. My friend had been wanting a Louis Vuitton bag designed by Japanese artist Takashi Murakami for a long time, thus, we paid visit to the Louis Vuitton store in Manhattan.

All of us friends were dressed casually including my friend Ada and as we entered the shop, the store associates noticed our presence but didn’t pay attention to us. After a while, a European couple entered the shop and drew immediate attention from the store associates. The European couple was dressed up in designer clothing and looked rich. The store associates gave undivided attention to the couple for about half an hour which resulted in a sale of about $1,200. Ada felt she was being judged on the basis of both her skin color as well as her appearance even though the item she planned to purchase cost about $3,500. Even after the European couple left and despite the fact that we had come before the couple, store associates still didn’t come to us to inquire as to what we were looking for. It’s as if they had assumed given our appearance that we didn’t have the purchasing power to afford Louis Vuitton goods. Ada was so disappointed by the treatment she left the store without making any purchase and instead bought a bag from Gucci for about $3,000.

There were many factors that led to bad customer service from the Louis Vuitton store associates. The first factor was probably personal stereotypes of the store associates who may have assumed Ada comes from middle or low-income background, given her race and appearance. The second factor was age since we were all around 20 years of age and the store associates might have assumed we are merely passing time looking around.

The company could have ensured better customer service for everyone by providing diversity training to store associates. NYC is a major tourist spot and people come here from all over the world, thus, appearances can be deceptive. In addition, the store associates could also be provided rules common in other industries such as attending to every customer within a particular period of time and treating everyone with respect.

Service marketing is important because competition has grown intense and service marketing could be used to gain competitive advantage over the competition through differentiation. In addition, income levels have been rising and so have been customer expectations. Customers now do not only care about product but overall product experience.

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Home — Essay Samples — Business — Customer Service — Excellence in Customer Service

Excellence in Customer Service

• Categories: Customer Service

About this sample

Words: 1287 |

Published: Dec 12, 2018

Words: 1287 | Pages: 3 | 7 min read

Table of contents

Customer relationship marketing, service communications, demand and capacity management, performance measurement.

• An ideal performance management system is one that energizes the people in an organization to focus effort on
• Improving things that really matter
• One that gives people the information and freedom that they need to realize
• Their potential within their own roles and that aligns their contribution with the success of the enterprise.

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5 Ways to Create an Exceptional Customer Service Experience (& 4 Mistakes to Avoid)

Updated: April 25, 2022

Published: November 01, 2021

Your company's customer service team is no longer an added benefit that customers think about after they make a purchase. In fact, research shows that more than two thirds of businesses now prioritize customer experience as a distinguishing factor when competing in their industry.  

All too often, it’s the case that customers are left waiting on hold or are unable to find information for themselves  — even if they spend hours seeking an answer in a company’s knowledge base .

Most of us can agree on some generalities when it comes to what a bad customer experience is. But what can we say about a good customer service experience? Or even an exceptional one?

In this post, we'll describe what exceptional customer service looks like and how you can provide it at your business. hith a little effort and guidance, you’ll be able to stand out, differentiate, and maybe even pull some of your competitors’ disgruntled customers over to your side of the fence.

What is exceptional customer service?

Fundamentally speaking, the ideal customer service experience is one in which the customer reaches their ideal outcome with as little friction as possible. This is somewhat vague, but that’s by nature, as the ideal outcome can vary by industry, company, or product.

What you must consider is how you can go beyond good enough and really wow your customers. 

What Does an Exceptional Customer Service Experience Look Like?

Customer experience — or CX — refers to the sum of every interaction a customer has with a business, both pre- and post-sale. An ideal customer experience can take many forms, depending on the type of interaction and the method of communication.

However, here are some aspects of an exceptional customer service experience:

1. It makes your customers feel special.

Every interaction needs to revolve around the concept of individual value, mutual respect, and a shared vision for your future together as their brand of choice. Consider how you can let your customers know that:

• They are more than a transaction to your organization.
• Their time and money allow you to continue to pursue your mission.
• Their journey as a person is a part of your journey as a business.

2. It goes beyond their expectations. 

Setting expectations is an integral part of customer service. On the flip side of the coin is delivering on those expectations you set.

If you fail to deliver, you create a bad experience. If you deliver, you fulfill the agreement, which is what the customer expects (no more and no less). They may be satisfied but not  delighted . After all, why would your customers praise you for doing the job they paid you for?

However, if you go above and beyond what the customer expects, you pave the way for an exceptional experience from their perspective. This kind of customer delight has myriad benefits for your business.

3. It goes beyond what competitors deliver.

In some cases, you may think you're going above and beyond when you might simply be meeting the status quo set by your industry. Exceptional customer service doesn't exist in a vacuum. If your customers know what kind of experience your competitors offer, and it's equal or better than yours, you may not be delighting them the way you'd expect. 

For example, that free 30-day guarantee may not be as big a selling point as you'd think if everyone in your space offers one. This is doubly true if it is more difficult for the customer to actually take advantage of the guarantee than it is for them to do so with your competitors.

Always keep a pulse on how your competition is innovating their customer experience. 

4. It does all of this without friction or inconvenience.

Your customers want the process of doing business with you to be simple and easy. When they do come up with issues, they want the process of rectifying them to be simple, timely, and on a channel that feels comfortable to them.

Communicating with your customers to understand their needs and wants is a sure-fire way to find the friction points in your customer experience and eliminate them. Solving for the customer should be an ongoing process in your organization. 

Ways to Create an Exceptional Customer Service Experience

To help you establish some best practices that revolve around these basic principles, here are some helpful strategies for creating a great customer service experience.

1. Begin and end customer interactions with “thank you.”

The simplest solutions are often the most effective, and beginning and ending every customer interaction with a thank you is one of the best ways to improve customer service experience.

Starting every interaction with a thank you shows the customer that you appreciate that, out of all the places they could have chosen, they have chosen your business first.

Saying thank you after concluding your business — even if it doesn’t result in a transaction — is simply good manners, and it leaves the potential customer with a positive view of both your people and your business. Simple courtesy goes a long way toward inspiring a follow-up visit to make a purchase in the future, too.

2. Use digital resources to put people first.

Thanks to the advent of the smartphone, people are more connected digitally than at any prior period of history. This presents a unique opportunity for service providers, retailers, and restaurants to leverage this connectivity to provide superior CX via smartphones and other mobile devices.

Allowing customers to manage account services and features is also absolutely critical to creating a desirable CX, as sometimes customers have a basic question or problem they need to resolve that can easily be handled on a mobile app or direct chat .

The ability to place orders for products or services online independently is also an absolute godsend to customers who have very limited time to commit to your business. Avoid over-directing customers to your app for assistance too, as this is a surefire way to irritate and turn them off to your brand.

3. Employ effective social media strategies.

Social media provides more opportunities for creating personal connections than any other publicly available resource. Individuals can comment, share, and demonstrate interest in your business, brand, products, and services anywhere in the world at any time of day.

If you aren’t leveraging the personal touch social media adds to CX, you need to start right away. Using social media to make customers feel like insiders and close confidants with your brand is a high-level CX strategy.

4. Talk to your customers where they are.

Proactive post-transaction and post-visit follow up using customer contact information is vital to the success of your customer experience strategy. These calls and messages are opportunities to review the benefits of their potential or newly purchased product or services in case they have run into trouble or thought of new questions to ask since their visit.

More important to your CX strategy, it also demonstrates a tangible interest in their journey with your brand even after they have left your location or spent their money with you. Don’t let those opportunities pass you by.

5. Get feedback from customers and implement it. 

You don't have to guess when it comes to improving your customer service experience. Your customers will tell you if you actively obtain their feedback . Whether you conduct a survey via email or use an NPS scoring system , you can get a pulse on the satisfaction of your customer base and the areas where you're not keeping up with expectations.

Common Mistakes Brands Make Creating a Customer Service Experience

Here are some common mistakes to avoid as you improve the customer experience in your organization:

1. Going crazy with customer rewards programs.

Many customer reward programs have a tendency to over-reward potential clients and new business more than their existing customer base.

This isn’t a prudent use of resources. You must keep your reward system for new and existing customers proportionate. As much as you want to focus on attracting new customers, existing customers who have shared your journey so far need to be rewarded for their loyalty and support, too. More often than not, even minimal customer rewards programs and incentives far exceed the expectations that most customers possess when you first bring them on board.

Overall, it’s wisest not to overinvest your marketing and retention dollars into your rewards program. Instead, invest those resources in a customer loyalty or referral program to keep existing customers happy.

2. Making your customer’s path to adopting your brand a difficult one.

Determining your customer’s path to adopting your brand needs to be a point-by-point plan, not an open-ended discussion about the direction of hypothetical transactions.

You need to have a modular, adaptable plan for each customer that will guide them and their customer service representative every step of the way. Failure to have a solid plan, or a plan that is merely all talk or looks, is a recipe for CX disaster.

3. Forgetting that prime customer experience begins with employees.

Take care of your people, and they will take care of you.

Unhappy employees cannot and will not provide the individual buy-in necessary to make your customer experience strategies effective. You are looking to make true believers in your vision and your brand.

That means treating them in a way that exceeds their expectations for employer provisioning in terms of personal benefits, company perks, and individual incentives. The way you take care of your people matters to your customers.

A happy, satisfied employee is going to do more for you and the customer when their needs are met in abundance.

4. Making things complicated. 

The more convoluted it becomes for a customer to get service from you, the less satisfied they will be (and the harder it becomes to scale your operations).

Your customer service experience doesn’t have to be frustrating and awful. In fact, it can be delightful and can possibly shift detractors into being promoters if you’re tactful.

It just takes a little bit of thought and care. Answer customer inquiries and frustrations where they appear (and quickly). Give customers resources to figure things out on their own. Make sure your customer service staff is polite and happy (their happiness is a powerful change agent for angry customers).

In general, start investing your customer service experience and it won’t just be an expense, but it will be an investment in a real business differentiator.

Editor's note: This post was originally published in January 2018 and has been updated for comprehensiveness.

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

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

Jared cornell.

Jared is a customer support expert. He has been published in CrazyEgg , CoSchedule , and CXL . As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter , Facebook , and LinkedIn

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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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Essay on Customer Service Experience

Students are often asked to write an essay on Customer Service Experience in their schools and colleges. And if you’re also looking for the same, we have created 100-word, 250-word, and 500-word essays on the topic.

Let’s take a look…

100 Words Essay on Customer Service Experience

Understanding customer service experience.

Customer service experience is about how a business treats its customers. It’s about making customers feel important and valued. Good service means quick and helpful responses to questions or problems. It’s about making sure the customer is happy.

The Importance of Good Customer Service

Good customer service is important because it helps businesses grow. When customers are happy, they keep coming back and they tell others about their good experience. This can lead to more customers and more sales for the business.

Ways to Improve Customer Service

Businesses can improve customer service in many ways. They can train their staff to be polite and helpful. They can also use technology, like websites and apps, to make it easy for customers to find information or get help.

Impact of Bad Customer Service

Bad customer service can hurt a business. Customers who have a bad experience may stop buying from the business. They might also tell others about their bad experience, which can damage the business’s reputation.

250 Words Essay on Customer Service Experience

What is customer service experience.

Customer Service Experience is about how a company treats its customers. It’s about how happy or sad a customer feels after buying a product or service from a company.

Why is it Important?

Customer Service Experience is very important for a company. If customers are happy, they will buy more from the company. They will also tell their friends about the company. This will help the company make more money.

Parts of Good Customer Service Experience

A good Customer Service Experience has many parts. First, the company must listen to the customer. They must understand what the customer needs. Second, the company must be nice to the customer. They must treat the customer with respect. Third, the company must solve the customer’s problem. They must make sure the customer is happy with the solution.

Bad Customer Service Experience

A bad Customer Service Experience can make a customer very sad. The customer may not want to buy from the company again. They may also tell their friends not to buy from the company. This can make the company lose money.

In conclusion, Customer Service Experience is very important for a company. A good Customer Service Experience can help a company make more money. A bad Customer Service Experience can make a company lose money. So, companies should always try to give their customers a good Customer Service Experience.

500 Words Essay on Customer Service Experience

Customer service experience is the feeling a customer gets when they interact with a company. It’s all about how a company treats its customers. This can happen in person, over the phone, or online. The goal is to make the customer happy and satisfied. Good customer service can make people feel valued and want to come back. On the other hand, bad customer service can make people feel upset and not want to do business with the company again.

Customer service experience is very important for a company. It can make the difference between a company’s success and failure. When customers have a good experience, they are more likely to buy more products or services. They might also tell their friends and family about the company, bringing in new customers. If customers have a bad experience, they might stop buying from the company and tell others about their bad experience.

Elements of Good Customer Service Experience

There are several things that make up a good customer service experience. First, the company needs to listen to its customers. They need to understand what the customer wants and needs. Second, the company needs to be responsive. If a customer has a problem, the company needs to fix it quickly. Third, the company needs to be polite and respectful. Treating customers with kindness can go a long way.

How can Companies Improve Customer Service Experience?

There are many ways a company can improve its customer service experience. One way is to train its employees. Employees need to know how to handle different situations and how to treat customers well. Another way is to use technology. Technology can help companies track customer complaints and see how they are resolved. This can help them learn from their mistakes and do better in the future.

Impact of Online Customer Service Experience

Online customer service experience is becoming more and more important. This is because many people now shop online. Just like in a physical store, customers want to have a good experience when they shop online. This means that the website needs to be easy to use. It also means that the company needs to respond quickly to any problems or questions. If a company can do this well, it can attract and keep more customers.

In conclusion, customer service experience is a crucial part of any business. It can greatly affect a company’s success. Companies need to work hard to provide a good customer service experience, both in person and online. This will help them keep their customers and attract new ones.

That’s it! I hope the essay helped you.

If you’re looking for more, here are essays on other interesting topics:

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Apart from these, you can look at all the essays by clicking here .

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Customer Service Situations Essay

Describe a customer service situation where both the customer and the service provider ended up winning.

Customer service is the provision of different services for customers to fulfill their need in some good and guarantee their satisfaction. However, not only the satisfaction of a customer should be achieved. There is an ideal situation in which both a customer and a service provider are happy. I experienced the situation of this sort. There was a misconception connected with the price of a good.

The price on the marking label was not the same as the price in the check. It was much higher. Having noticed it, I drew a shop assistants attention to this fact. She consulted with the price list and corrected the price. This situation is a good example of how both the customer and the service provider end up winning. I paid less, and the shop assistant corrected the mistake. It would help to avoid the same misconception in the future.

Describe a customer service situation where the customer won at the expense of the service provider.

However, there are situations when a customer wins at the expense of a service provider. The friend of mine addressed a building contractor in order to build a house. The house was built within timeframes and in accordance with a plan. However, it turned out that some serious problems appeared while living in this house. First of all, the majority of problems was connected with foozles made while building this house.

That is why my friend addressed the same company asking them to correct the situation. They refused to do it. Being sure in the building contractors fault, he went to law against them and won a case. The company had to rebuild his house and pay him money. It is the case when a service provider loses and bleeds cash. Such situations should be avoided as they destroy the image of service providers and promote mistrust between them and customers.

Describe a customer service situation where the customer lost at the expense of the service provider.

Unfortunately, very often, there are situations when customers lose, and service providers win at the expense of them. There was such a situation in my own experience. I hired a bike in order to make a voyage. However, I had not noticed some damage done to it. At the end of the day, I came to give it back.

There was a traditional procedure of examination of the bike. This damage was noticed. I was not able to prove that it was not my fault as I did not draw the service suppliers attention to this fact in the morning, that is why I had to pay the fine off. Such situations are very disappointing, and they promote the decrease of demand for service.

Describe a customer service situation where the customer where both the customer and service provider ended up losing.

However, the worst is the situation when both a customer and a service provider end up losing. Unfortunately, they happen not so seldom. It is possible to support this statement with clear evidence. The customer ordered a sculpture from a company. The sculpture was made in time and delivered to the customer. However, it was not that type of sculpture the customer expected. Its look and some peculiarities did not satisfy him.

That is why the customer refused to pay. Being disappointed with this failure, the service provider refused to correct the sculpture or create a new one. This is the situation in which both sides lose. The customer did not get his needed order in time and the service provider spent his costs in vain. Such situations should be avoided as they do not promote the development of trade.

• Chicago (A-D)
• Chicago (N-B)

IvyPanda. (2022, April 29). Customer Service Situations. https://ivypanda.com/essays/customer-service-definition/

"Customer Service Situations." IvyPanda , 29 Apr. 2022, ivypanda.com/essays/customer-service-definition/.

IvyPanda . (2022) 'Customer Service Situations'. 29 April.

IvyPanda . 2022. "Customer Service Situations." April 29, 2022. https://ivypanda.com/essays/customer-service-definition/.

1. IvyPanda . "Customer Service Situations." April 29, 2022. https://ivypanda.com/essays/customer-service-definition/.

Bibliography

IvyPanda . "Customer Service Situations." April 29, 2022. https://ivypanda.com/essays/customer-service-definition/.

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