Bad customer service can harm business by threatening customer retention. Customers should voice their concerns to management and take advantage of feedback opportunities. Companies should value customer sponsorship and take action to correct poor service.
Bad customer service often equals bad business because it threatens customer retention. One of the worst ways to deal with bad service is to ignore it. As a potential consumer or customer, your sponsorship or potential sponsorship should be highly valued. When you are not treated as you should, take the initiative to contact management or corporate offices. Also, take advantage of customer feedback opportunities.
You may receive poor customer service, and due to the attitude of the staff you encounter, you may conclude that no one cares about your opinion or concerns. In most cases, this is a terrible mistake. Businesses cannot prosper by disappointing or offending their customer base. Knowing this, most people are likely to take your concerns seriously if they are told.
A company cannot be aware of your concerns unless you share them. You can do this by starting at the touchpoint. When you are the victim of poor service, immediately ask to speak to a manager. You don’t have to suffer in silence, and you don’t have to try to reach a resolution with an employee. Fully voice your concerns to management and find out what actions will be taken to correct the situation.
If you are completely satisfied with the way management handles the situation, then you don’t need to do anything else. If you are skeptical of the resolution, disappointed in the treatment you received from management, or feel that your issue has been poorly addressed, please write to the office or business owner. In your letter or email, you should describe what caused the problem, what actions management has taken or promised to take, and your reasons for continued concern.
Many companies provide resources for customers to communicate about their experiences. Customer service phone numbers and email addresses are usually printed on receipts. Comment cards are usually made available or presented to customers at the conclusion of their business transactions. Companies often have managers or associates who interact with customers to provide them with opportunities to voice their concerns. If you have poor customer service, use these tools and opportunities.
Raising your concerns can also be an effective way to deal with poor customer service. An editorial in a local newspaper, for example, can have a severe impact on a small local business. Blogging is another way to make your concerns public. If your problem has been dealt with satisfactorily, you don’t need to do this. However, if you were dissatisfied even after taking further action, let the public know.
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