It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.
The challenge organizations face today is to create the type of environment where they can limit the opportunities for failed experiences and try to promote the specific types of actions and customer deliverables that customers associate with good customer experiences.
So what can organizations do to stop bad customer service from happening? Nearly 1 in 5 customers who have fallen victim to bad service experience mention attitude of service agents or slow delivery of goods or services. Customers often feel that bad service experiences become consistent enough that they often fail to even attempt to get a resolution and just walk away from a service provider.
The team at Casengo, champion of better customer service online, analysed over 46,000 negative customer reviews and poured the results into an infographic. The results show the critical nature of understanding what customers want and the need to create processes and frameworks to eliminate bad customer service.
Why Bad Customer Service Happens
How to Fix Bad Customer Service Experiences
Although speed is critical to customer experience, it’s often communication, or the lack of it, that really drives customers away.
Having a system in place for allowing customers to connect with you quickly and being able to quickly deliver actionable insight and information is crucial to keeping customers happy, winning customers, and creating the type of experiences that increase customer engagement.
If you were to look at your most recent customer reviews or feedback submitted by customers, how many of them receive a prompt response? Or received a response at all? With nearly 30% of customers reporting that poor communication was the sole reason why they chose a new service provider, making sure that you have the right systems in place is more important than ever.
What other key points or statistics stand out to you that create a bad customer service experience?