Dealing with client complaints quickly and efficiently will keep them pleased. Customer service and corporate success are inextricably linked. When companies lower their service standards, they risk negative consequences that have far-reaching ramifications for the entire company.
HubSpot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue.
Customer service has always been an important part of developing brand loyalty, in fact, it was the center of the business model that allowed companies like Nordstrom’s and Zappos to thrive.
What is Bad Customer Service?
Bad customer service is when a customer feels their expectations were not met. When a firm fails to satisfy consumer expectations in terms of service quality, response time, or overall customer experience, this is referred to as bad customer service. Inefficient support workers, a lack of real-time support, or an inability to comprehend your customers’ demands are all factors that have a detrimental impact on customer service.
An example of poor consumer complaint not only worsens the existing customer relationships but also endangers the potential opportunities, and obviously erodes the bottom line of your business. According to NewVoiceMedia, an estimated $62 billion is lost by U.S. businesses each year following negative customer experiences.
Reasons for Bad Customer Service and How to Fix Them.
Fail to provide real-time assistance : Customers demand responses in quick time. Hubspot research says, “90% of customers rate “immediate response” as very important when they have queries”. It means the response time of the channels you provide should be reasonable.
Businesses that focus on delivering 24×7 real time support increases customer satisfaction that drives revenue and builds loyalty. Live chat and chatbots are the best communication channels when it comes to delivering real time support.
Businesses can provide real-time service to customers through live chat. It enables you to launch a proactive chat with website users and clients in order to provide the appropriate assistance when they become stuck on a certain page on your website.
How to fix it?
You can use live chat to provide customers with real-time sales and support assistance. It translates to increased sales conversion and customer retention. It also boosts client satisfaction and builds brand loyalty.
Chatbots can interact with your customers 24×7. They are always ready to answer simple questions, which cuts down on support inquiries and boosts team productivity.
You can also provide hybrid help to your consumers by combining the two channels. To answer simple questions, use bots as the first point of contact. Live agents can be contacted for queries that require human assistance. By giving customers the best of both worlds, you can see an increase in customer happiness.
Inefficient customer support team
If your business is missing out on this factor, it might not be able to offer proactive support, therefore, losing loyal customers and deflecting brand reputation and more customer complaints. This emphasizes the importance of having a skilled and capable support team.
Follow these guidelines when employing new customer service representatives:
Make new hires aware of the necessity of providing excellent customer service.
As part of your customer service training, maintain transparency. When you communicate the goals to your team in a clear and concise manner, they will give it their all to meet the demands and expectations of your customers. What can be done about it?
Regular training about products and etiquette should be for all employees. It should be consistent across all departments and teams.
You can share all the important business information across the whole support team to make them aware of the issues and solutions.
Not measuring your customer service
Measuring customer service quality is one of the vital aspects of every business. If ignored, it can have a terrible impact on your business. The companies that miss out measuring customer service fail to gain the below benefits:
Do not get insights into how your business is performing
Unable to know your customers’ perception of your products & services
You don’t know what your customers think about your products or services because you don’t know what they think about them.
Incapable of identifying the gaps between the company and its customers.
As a result, it has a detrimental impact on your company’s overall success in terms of team productivity, customer happiness, and retention.
How to fix it?
Customer satisfaction improves as the CSAT score rises. You can collect feedback in real time, such as just after a purchase, to figure out what is and isn’t working.
You can either scale your support employees or use chatbots to reduce your response time. When agents are unavailable, bots can handle simple questions 24×7, reducing the quantity of support tickets.
Final thoughts on poor customer service.
Bad customer service is detrimental for any business. If your company is customer-centric, on the other hand, providing a superior customer experience becomes the most important goal.