Customer loyalty is critical to the survival of any business. If your customers suddenly find good reasons to start visiting your competitors, maybe it was because they weren’t satisfied with your product, or the type of service they received while with you. None of them ever told you about any problems they were having, they just stopped coming.
If that sounds strange, then consider the following statistics – Continue reading 6 Reasons Why Your Customers Do Not Complain
I recently stumbled upon this email written by an angry customer to his bank on reddit. The reason for the customer’s displeasure was over an event that had occurred years before! This customer doesn’t forget, and he doesn’t forgive easily.
This video below is from CBC’s investigative consumer program (marketplace). They pranked customers in a fashion store, by assigning them an actor who played the role of an incompetent sales assistant.
In customer service, it is almost inevitable that you’ll encounter disgruntled customers who are very unhappy about something, that may or may not be anybody’s fault. It could be anything from a defected product, misinformation or a service failure – it doesn’t really matter, the customer is upset and someone has to deal with the development.
The oldest written customer complaint was angrily written about 3,750 years ago, A man named Nanni wrote a letter to express his dissatisfaction with the quality of copper ingots (chunks of copper ore) he received from a merchant name Ea-nasir.
This transaction occurred n the Middle Bronze Age, at the time when copper and its alloys, bronze, and brass were primarily used for making useful and decorative objects.
Customer service professionals have to deal with angry or frustrated customers at one time or the other throughout their careers. It is expected that the service rep (or employee) is able to manage the customer’s emotions and also resolve the issue causing the frustration or anger while enduring any inappropriate behavior such customers may exhibit towards them.
It is important that every professional and business owner be able to distinguish between myth and reality in customer service. Sadly a lot people run their businesses and departments believing these myths, therefore losing out on the opportunity to grow profitably. Be aware of these toxic customer service myths, know what the reality is and get a fresh perspective on your thoughts about customer service. Beware of these toxic customer service myths.