Have you ever had a terrible customer service experience that made you swear off a company forever? You’re not alone. In fact, your customers would probably do the same if they had a negative experience with your brand. That’s why delivering exceptional customer service is crucial for building loyalty and standing out from the competition.
According to our recent Zendesk Customer Experience Trends Report 2021, 75 percent of people are willing to spend more money on a brand that provides a stellar experience. So, how can you ensure that you deliver great customer service every time? Let’s take a look at some real-life examples of bad customer service and learn how you can avoid them.
What is Bad Customer Service?
Bad customer service occurs when customers feel that their expectations were not met. Long wait times, difficulties in reaching a human agent, and having to repeat information multiple times are some of the top indicators of poor customer service, according to our Trends Report.
Customers have certain expectations when it comes to how a company should serve them. If your customer support falls short, it can be detrimental to your brand. Customers are quick to voice their complaints on social media, and ignoring these annoyances can have severe consequences in today’s digitally connected world.
The Consequences of Bad Customer Service
Poor customer service can lead to customer churn. Our Trends Report reveals that roughly 50 percent of customers will switch to a competitor after just one bad support experience. Imagine losing half your buyers and effectively cutting your revenue in half. For most businesses, that would be devastating.
But even for the remaining loyal customers, the consequences aren’t any better. Our report also found that 80 percent of customers will leave after more than one disappointing service experience. So, if your customers have two negative experiences with your support team, most of them will likely leave for your competitors. This can have a significant impact on your business.
Furthermore, the ongoing pandemic has made excellent support even more critical. Since the beginning of the COVID-19 outbreak, customer service requests have increased by 20 percent. With more people spending time online and at home, they are looking to connect with businesses. The opportunity to make a great impression is higher than ever, but so are the stakes.
5 Examples of Bad Customer Service and How to Fix Them
1. Problem: The business doesn’t seem to care about upset customers
The solution to this problem lies in empathy. Empower your support team to handle complaints by understanding and genuinely caring about your customers’ needs and frustrations. According to market research company IDC, 73 percent of customers say it takes a differentiated experience to keep them loyal. So, paying attention to customer needs is crucial to avoid damaging your reputation.
2. Problem: The company is difficult for customers to reach
To provide a great support experience, make it easy for customers to find the information they need. Ensure that your support team is accessible through multiple channels such as phone, email, SMS, chatbots, voice assistants, and messaging apps. Be present on the channels your customers use to communicate with their friends and family.
3. Problem: Automated phone prompts are more frustrating than helpful
Avoid lengthy, detailed phone messages that customers dislike. Instead, leverage AI technology to make the support experience faster and more efficient. Interactive voice response (IVR) systems allow customers to speak directly to the system and get their calls routed to the appropriate agent. Chatbots can also resolve simple queries quickly. Ensure you strike the right balance between human support and AI technology.
4. Problem: Wait times are too long
Customers expect fast response times. Almost one in three customers surveyed in our Customer Experience Trends Report wants a response in under five minutes by phone. Leverage technology to help you respond swiftly, such as implementing chatbots for quick answers or using ticketing systems to track and manage customer inquiries efficiently.
5. Problem: Customers get transferred multiple times
Customers usually call for help when they couldn’t resolve issues on their own. Minimize back-and-forth by ensuring your support agents have access to the right customer data and tools. Strive for zero transfers on most phone calls by investing in ongoing training and using segmentation to match agents with specific needs.
FAQs
Q: How can I ensure exceptional customer service?
A: To provide exceptional customer service, focus on empathy, accessibility, leveraging AI technology where appropriate, minimizing wait times, and reducing the need for transfers.
Q: What are the consequences of bad customer service?
A: Poor customer service can lead to customer churn and a significant negative impact on your business’s revenue. It’s crucial to provide excellent support, especially during the ongoing pandemic, when customer service requests have increased.
Q: How can I make it easy for customers to reach my support team?
A: Be present on the channels your customers use to communicate, such as phone, email, SMS, chatbots, voice assistants, and messaging apps. Offer multiple options to ensure accessibility.
Conclusion
Delivering exceptional customer service is essential for building customer loyalty and standing out from the competition. By avoiding the pitfalls of bad customer service and implementing strategies to provide exceptional support, your business will thrive. Remember, one negative experience can break a customer’s trust, so strive to exceed their expectations consistently.