How poor customer care can affect customers and organisations.
Assessment Outcomes –
1.3 Outline how poor customer care can affect customers and organisations.
3.2 Outline the possible results of poor communication with customers.
Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public eye. Several high-profile companies have been in the news of late, finding themselves in the spotlight because of poor customer service policies. The good news is, it’s relatively simple to implement a customer service improvement plan that keeps your business on top.
The result of poor customer care…
Your customers would publicise the truth on social media -
Customer experience continues to be a decisive factor for many customers.
If you are not serious about listening to your customers and resolving their issues sincerely and immediately, you are likely to not only lose customers but this will also adversely impact the reputation of your business. Most of the customers will not refrain from revealing the truth about your terrible customer service on social media channels like Facebook, Twitter and Google Plus. Comments such as these spread rapidly across social media and this will result in your business becoming notorious for providing the most terrible customer service.
The Bottom Line -
A poor customer service experience always creates a negative impact on your business no matter how established it is. Every business relies on repeat customers and sales and the positive feedback provided by the customers. Companies delivering poor customer service lose customer loyalty, return business, profits, reputation and employees in the end.
You Lose Your Best Employees -
Bad customer service has negative side effects in all areas of business. Not only do you lose customers, but you run the risk of losing your best employees.
When your companies has a customer service problem, your best employees are forced to pick up the slack for bad employees. This leads to burnout and dissatisfaction from the people you rely on most.
If your company develops a bad reputation, your top performers may also jump ship when they realize things are going south.
“Good customer service costs less than bad customer service.” — Sally Gronow