Dissatisfied customers are, unfortunately, an inevitable fact of business life. How you respond will determine whether the customer shares on social media how terrible your customer service is or will remain loyal to your company. Lots of brands have gone out of business because of poor customer service. More than ever, customers want to be treated with respect. According to the report Customers 2020 by Walker Information in collaboration with Customer Think and the Chief Customer Officer Council, by 2020 customer experience will overtake price and product as the key brand differentiator.
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Bad customer service can be defined as when businesses fail to meet the customer expectations in terms of the quality of service, response time or overall customer experience. A bad customer service experience results when a customer is dissatisfied 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.