Bad customer service can harm a business by threatening customer retention. Customers should contact management or corporate offices if they receive bad service. Companies cannot know about concerns unless customers share them. Customers can use resources provided by companies to communicate their experiences. Advertising concerns can also be an effective way to deal with bad customer service.
Bad customer service generally equals bad business because it threatens customer retention. One of the worst ways bad service can be handled is by ignoring it. As a consumer or prospective customer, your patronage or potential patronage should be greatly appreciated. When you are not treated as you think you should be, take the initiative to contact management or corporate offices. Also, take advantage of customer feedback opportunities.
You may receive bad customer service and due to the attitude of the staff you encounter, you may conclude that no one cares about your opinions or concerns. In most cases, this is a terrible misconception. Businesses cannot thrive by disappointing or offending their customer base. Knowing this, most are likely to take your concerns seriously if they become aware of them.
A company cannot know about your concerns unless you share them. You can do this by starting at the contact point. When you are the victim of bad service, immediately ask to speak to an executive. You don’t have to suffer in silence and you don’t have to try to reach a resolution with an employee. Fully express your concerns to management and find out what actions will be taken to correct the situation.
If you are completely happy with the way management is handling the situation, that’s all you need to do. If you are skeptical of the resolution, disappointed with the treatment you received from management, or feel that your issue has been dealt with insignificantly, write to the corporate office or the business owner. In your letter or email, you should outline what happened to cause the problem, what actions were taken or promised by management, and your reasons for continuing to be concerned.
Many companies provide resources for customers to communicate their experiences. Customer service phone numbers and email addresses are often printed on receipts. Comment cards are often made available or presented to customers at the end of their business transactions. Companies commonly have managers or associates who interact with customers to give them opportunities to voice their concerns. If you experience bad customer service, use these tools and opportunities.
Advertising your concerns can also be an effective way to deal with bad customer service. An editorial in a local newspaper, for example, can have a major impact on a small local business. Blogging is another way you can make your concerns public. If the problem has been resolved to your satisfaction, there is no need to do this. However, if you are not satisfied even after taking other measures, you should inform the public.
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