Consider an instance when you had a bad customer experience with a brand. Perhaps they misplaced your order, or a person was disrespectful to you when you requested assistance. Or maybe they never answered your query at all. It probably didn’t take you long to recall a moment when you had poor customer service. Those memories are simple to remember because they stick.
Thomas and Skhumba in the Morning asked Kaya 959 listeners how they deal with bad customer service. Listeners shared how they deal with bad service at different establishments – one caller, Mpho, said she deals with rude people but will not tolerate bad coffee.
I work for a retail company and one thing I can tell you is that 80% of our customers take out their personal frustrations on us and they end up saying we giving them bad customer service.. no matter how friendly and helpful you can be they always complain 😭😭#ThomasAndSkhumba
— 🌼🍃Motaung 🌼🍃 (@sibongile11932) June 7, 2021
@KayaON959 I don’t do anything wild but talk to the person calmly or I change the person who is rude, I’ve learned that what goes around comes back around so and I always give good service due to I work at Sepels sports bet, so I have to be good to everyone #ThomasAndSkhumba
— WaHae (@lesego_mokoko) June 7, 2021
5 Ways bad customer service affects your brand
Loss of Your Best Employees
When some of your employees fail to pull their weight, others are compelled to take up the slack.
As you know, this may result in resentment and frustration from workers who are left doing jobs and taking on obligations that are not theirs. As a result, individuals may get dissatisfied and opt to resign from their employment.
Reputational Harm
If your company operates online, a poor customer service experience can really harm your image. Angry consumers frequently resort to the computer to express their emotions, whether it’s through a poor review, an indignant remark on Twitter, or anything else.
Customer loss (Both Current and Future)
Word of mouth spreads quickly. When it’s negative, it spreads like wildfire. One angry tweet or negative review about poor treatment might lose you a lot of clients. So, keep those angry reviewers at bay and work to resolve concerns as soon as feasible.
Losing money (Profits)
You lose sales when you lose customers. And, as you might expect, a loss of sales means a loss of earnings. Depending on the severity of your client loss, the number of profits you lose as a result might have a long-term influence on your company’s financial health.
Leads that won’t convert
Consider the following scenario: you are a consumer inquiry about a product or service – and you never receive a response. How irritated would you be? Would you consider returning to that company in the future? Most likely, the answer is no. Why would your consumers do that if you wouldn’t?
