LOUSY customer service is never lost in our most-ranted-about lists. I’m pretty sure we all have our fair share of experiences where we are often dissatisfied with the kind of service we get.
Just recently, I came across a friend’s status on Facebook regarding the prioritization of customers who hold this particular card. The scene goes that even with two cash registers open, only one gets to entertain a long queue since the cashier from the other register won’t provide service to people who unfortunately don’t own such cards. This establishment strategy of making things easier for these very few chosen clients may be considered as one of the perks for frequent buyers. One gets to enjoy a hassle-free time paying up if he or she happens to have that card. But what is a small number of privileged buyers compared to those many who don’t hold these prestige cards—those majority who will think twice about going back to the same establishment because of their dissatisfaction. Now that’s quite a number of paying customers lost.
Just recently, I came across a friend’s status on Facebook regarding the prioritization of customers who hold this particular card. The scene goes that even with two cash registers open, only one gets to entertain a long queue since the cashier from the other register won’t provide service to people who unfortunately don’t own such cards. This establishment strategy of making things easier for these very few chosen clients may be considered as one of the perks for frequent buyers. One gets to enjoy a hassle-free time paying up if he or she happens to have that card. But what is a small number of privileged buyers compared to those many who don’t hold these prestige cards—those majority who will think twice about going back to the same establishment because of their dissatisfaction. Now that’s quite a number of paying customers lost.
It can’t be helped if the disgruntled customer would label the service she experienced as discriminatory. Apparently, people who could afford more get to have precedence over those who are not as extravagant.
This is just one of the many cases of bad customer service that we consumers get so high-strung about. It’s practically everywhere—unfriendly front liners, unmanned desks, people who take time on the phone mindless of waiting clients, managers who refuse to acknowledge customer complaints, and on the list goes. Poor customer service has gotten so rampant that it has become quite the norm.
People who are providing customer service on the other hand may reason out that facing irate customers day in and day out would make them behave the way they do. They tend to be detached with their work that they won’t consider establishing good relationships with their customers. But then again, customers don’t get furious without any reason at all. Those who get mad at service providers, those who complain about the pettiest things, and those who abuse the “customer is always right” unwritten policy is an entirely different story.
Successful businessmen emphasize on the importance of accessibility—to never, ever ignore a customer. Discontented clients after all are dangerous for the business. Whatever angst they were not able to bring out will be expressed in other outlets—blogs, social networking sites, and other whathaveyous. Imagine all those friends, readers and neighbors whose perceptions will be affected and changed because of a single dissatisfaction that was experienced.
Let not poor customer service be a trademark of an establishment. Negativity will always breed negativity and in the end, nobody will be happy. Wise business owners would know that good, if not excellent customer service is the lifeblood of a successful enterprise. Send those buyers away happy and satisfied and you’ll be sure to expect repeat customers.
This is just one of the many cases of bad customer service that we consumers get so high-strung about. It’s practically everywhere—unfriendly front liners, unmanned desks, people who take time on the phone mindless of waiting clients, managers who refuse to acknowledge customer complaints, and on the list goes. Poor customer service has gotten so rampant that it has become quite the norm.
People who are providing customer service on the other hand may reason out that facing irate customers day in and day out would make them behave the way they do. They tend to be detached with their work that they won’t consider establishing good relationships with their customers. But then again, customers don’t get furious without any reason at all. Those who get mad at service providers, those who complain about the pettiest things, and those who abuse the “customer is always right” unwritten policy is an entirely different story.
Successful businessmen emphasize on the importance of accessibility—to never, ever ignore a customer. Discontented clients after all are dangerous for the business. Whatever angst they were not able to bring out will be expressed in other outlets—blogs, social networking sites, and other whathaveyous. Imagine all those friends, readers and neighbors whose perceptions will be affected and changed because of a single dissatisfaction that was experienced.
Let not poor customer service be a trademark of an establishment. Negativity will always breed negativity and in the end, nobody will be happy. Wise business owners would know that good, if not excellent customer service is the lifeblood of a successful enterprise. Send those buyers away happy and satisfied and you’ll be sure to expect repeat customers.