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8 reasons why you're getting bad customer service

8 reasons why you're getting bad customer service

[fa icon="calendar"] Oct 2, 2013 8:26:29 AM / by Briana Songer

Briana Songer

Everyone has experienced bad customer service at some point. It's not a fun experience to go through.

According to Zendesk, when customers have a bad experience, about 52% of them vent to family and friends and another 32% will abandon the business altogether. Check out more of the research on how angry customers can have a detrimental effect on your business.

So then, what are the top reasons you might be getting bad customer service? Is it really only the employees fault?

Everyone has experienced bad customer service at some point. It's not a fun experience to go through.

According to Zendesk, when customers have a bad experience, about 52% of them vent to family and friends and another 32% will abandon the business altogether. Check out more of the research on how angry customers can have a detrimental effect on your business.

So then, what are the top reasons you might be getting bad customer service? Is it really only the employees fault?

Reason #8

Especially in call centers, where training seems to be a constant problem, poorly trained staff will negatively affect service. To a customer, it can be pretty obvious when the employee has no idea how to help them. In many cases, it's not the employees fault, as a lack of time, resources, or the business doesn't take the initiative to train.

Reason #7

Lack of interest. An employee working in customer service has to have an interest to help people and become better at what they do. On the other hand, the business has to be able to motivate the employee with rewards, support and other benefits that encourage them that they have goals they can progress to.

It's important to select the right personality for the job. Hiring self-centered or lazy workers is obviously not a good idea.

Reason #6

Lack of customer focus. Instead of being focused on the actual customer, the business is more interested in preserving their status and will very rarely go out on a limb for their customers.

Zappos is a great examples of customer focused service. They encourage their employees to spend as much time as necessary with the customer until they get the problem resolved.

Reason #5

The customer is the one pushing the employee. It's not a good sign when a customer needs something done, yet they have to be the one to try and get the employee to help them.

Reason #4

Customers like to have one-on-one attention and have that human connection. Extra-long waiting time, too many customers to help, not enough time etc, are all negative distractions.

Reason #3

Your employee attitude. When they don't believe in your company or service, or if they are completely burned out, it will be difficult for them to maintain a positive attitude towards your customers.

Basically, know what your company wants and who you are. Trust is the most important thing to create with your customers. Go and hire people to work for you from the community, ones who know and believe in your product.

Reason #2

Too many personal problems. Work performance will be affected if the employee's personal life is in jeopardy.

Reason #1

No empowerment. There is nothing worse when an employee tells you he wants to help, but is unable to because of restriction or tools. Give them the authority they need to be able to make quick decisions that will help come up with a solution.

Remember that like going on that first date, a good first-impression can have a huge difference. Zendesk published an infographic highlighting how customers are influenced based on the first impression of service they get.

It really comes down to creating a long-term relationship with your employees and showing them that you care, long after they have signed-up to work for you. Don't wait for the bad experiences to happen, take action immediately.

If you aren’t taking care of your customers or your employees, your competition will.

Reason #8

Especially in call centers, where training seems to be a constant problem, poorly trained staff will negatively affect service. To a customer, it can be pretty obvious when the employee has no idea how to help them. In many cases, it's not the employees fault, as a lack of time, resources, or the business doesn't take the initiative to train.

Reason #7

Lack of interest. An employee working in customer service has to have an interest to help people and become better at what they do. On the other hand, the business has to be able to motivate the employee with rewards, support and other benefits that encourage them that they have goals they can progress to.

It's important to select the right personality for the job. Hiring self-centered or lazy workers is obviously not a good idea.

Reason #6

Lack of customer focus. Instead of being focused on the actual customer, the business is more interested in preserving their status and will very rarely go out on a limb for their customers.

Zappos is a great examples of customer focused service. They encourage their employees to spend as much time as necessary with the customer until they get the problem resolved.

Reason #5

The customer is the one pushing the employee. It's not a good sign when a customer needs something done, yet they have to be the one to try and get the employee to help them.

Reason #4

Customers like to have one-on-one attention and have that human connection. Extra-long waiting time, too many customers to help, not enough time etc, are all negative distractions.

Reason #3

Your employee attitude. When they don't believe in your company or service, or if they are completely burned out, it will be difficult for them to maintain a positive attitude towards your customers.

Basically, know what your company wants and who you are. Trust is the most important thing to create with your customers. Go and hire people to work for you from the community, ones who know and believe in your product.

Reason #2

Too many personal problems. Work performance will be affected if the employee's personal life is in jeopardy.

Reason #1

No empowerment. There is nothing worse when an employee tells you he wants to help, but is unable to because of restriction or tools. Give them the authority they need to be able to make quick decisions that will help come up with a solution.

Remember that like going on that first date, a good first-impression can have a huge difference. Zendesk published an infographic highlighting how customers are influenced based on the first impression of service they get.

It really comes down to creating a long-term relationship with your employees and showing them that you care, long after they have signed-up to work for you. Don't wait for the bad experiences to happen, take action immediately.

If you aren’t taking care of your customers or your employees, your competition will.

Topics: call centers, tips, Customer, training

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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