Source of Infographic: Drumbi
Customer Disservice: The Decline Of Customer Service
Customer disservice is on the rise. With mottoes like “the customer is always right” being touted by companies, but no one walking the walk, it’s no wonder people’s complaints about poor service is sky rocketing. It’s purported that more than one-fourth of American consumers are dissatisfied with how companies treat their customers and it is showing in company earnings.
Whether dealing with customer service online or over the phone, just about everyone has had an experience where they felt their representative was either not paying attention to their problem, giving them an attitude, patronizing them, or hanging up when they are suppose to call their superior if they cannot handle the problem themselves. About three-fourth of all transactions are terminated because of poor customer support, with nearly 6 out of 10 people admitting to losing their temper with a customer service representative.
It’s no secret that if you are good to your customers, your business will do great financially. Exceptional customer service is being demanded more than ever, but not just by customers, but from managers and CEOs themselves. Since most people in America say they would rather communicate with a customer service representative over the phone instead through other means of communication e.g. face to face, text, or email, it’s no wonder companies are now paying attention to how they train their employees to make sure they don’t lose a money making deal. There is a difference between a customer and a client after all. A customer comes and goes, but a client stays forever. Even though this may ring true to a business owner, about only 26 percent of companies are said to have a good strategy to improve customer support to make every interaction and transaction a positive experience so that they don’t lose business.
Competition is Key
These days, competition is key. A precept of all customer service representatives is that if a customer is happy, the company is happy. In order to lessen the margin for competition receiving customers of other companies, staying on track in making a positive experience for customers is something that shouldn’t be taken lightly. An estimate of about $80 billion dollars is lost for American companies do to customers not following through with their purchases.
Communication of bad service experience is being posted all throughout social media, with most complaints being overlooked. The complaints that are addressed directly by companies through social media outlets are usually able to keep their customers. Companies who show care tend to generate more customers through good reputation.
Customer disservice is a bane to any buyer who needs help. The plight of such an inconvenience should make any intelligent company see just how needed positive customer service is, and how it can not only benefit the customer, but the company as well.