A bad customer service may be seen in a number of forms such as inefficient customer support agents, poor support channel management, slow customer query resolution and more. Since customer service plays a significant role in deciding the success of a business so it requires special attention. Taking this aspect of a business for granted can have the following consequences:
Loss of reputation:
A company’s reputation is extremely valuable. Moreover, with the customers having power over how a brand’s reputation will be portrayed, it becomes very important to ensure a good customer service. Customers take to social platforms to write negative reviews and share their bad experiences when a brand fails to deliver what’s expected.
According to a research, about 88% of people who take to social media to go through online product and service reviews to make purchase decisions are influenced by these reviews. Thus, a bad review for a brand can actually drive the potential customers away, hence deflating the sales.
Loss of loyal customers:
Customer expectations are increasing day by day. Promising less and delivering more is what keeps the customers loyal today. However, the opposite happens when a brand fails to provide what it promised. There are chances that they discontinue your services and move to your competitors.
Bad customer service affects almost all aspects of a business. Apart from the customers, it also affects the people who are responsible for providing the service to them. This is because a customer service problem in a company tends to force its best employees to pick up the slack for bad employees. This eventually leads to employee dissatisfaction and burnout.
No word of mouth benefits:
Word of mouth is the most powerful marketing outlet that any business can have today. It effectively drives sales and helps attract the potential customers. However, a bad customer experience may hinder all this. When people have a bad experience with a brand, there’s nothing worth recommending to friends, colleagues or family members. In other words, a bad customer service closes all the doors for a WOM opportunity.
So, now that it’s clear what a bad customer service can cost a business, it’s time to make the necessary amendments!