What To Do When You Are On The Receiving End Of Poor Customer Service

Everyone has a level of expectation when they enter into a scenario when they’re likely to receive customer service, but what do people do when the standards do not reach their expectations? There are things that can be done, but whether they make an impact is something else altogether. This article looks at what can be done, and what will be most beneficial for your individual circumstance in order to start receiving the service you desire.

Firstly, the gravity of the situation has to be evaluated. How much did the customer advisor offend you? Did they just displease you? Were they rude or just neutral towards you? There is a key difference between the advisor having the capacity to be friendlier and them choosing not to, and them actually being rude to customers. If it is the former, the benefit of putting the time and energy into complaining will probably be too small to be worth measuring even, therefore the course of action should most likely be to simply pass the word around those who you know and don’t recommend the establishment.

There are the more severe methods however if you feel it is necessary to take the issue further. One of these includes contacting the head office of the company in order to pass on details of your experience. This can assist the company in developing their customer service training and maintenance; if they are unaware of a problem they will be unable to change it.

One thing that should always be taken into account as well is your motivation for contacting the company. In most cases complaints about customer service is, and should be, philanthropic – for the benefit of others. Yes, often there is some form of compensation included in the response from the company but this should not be something that the customer plans for, it should be for the good of the service the company offers.

In this day and age it is incredibly easy to contact a company – writing a letter and waiting a week or so for a response is no longer the only port of call. However, there is one particular way that can get the message out in the public spotlight as well as under the noses of those who matter, and that’s social media. The equivalent of peer pressure has led to the majority of companies having a presence on social media and therefore they can be contacted directly, and it is in full view of the public. If companies are interested in keeping a positive reputation then they need to know how to respond to such complaints and situations, and in turn handle it within the company.

For more information on customer services as well as examples of how to conduct customer care, contact Customer Services Contact or the New Look customer services.

Making Sure Your Company Can Absorb ‘Waste’ Customers

No company can operate assuming that every customer they encounter is going to equate to them making a sale. Some of them are just looking to establish the process or cost or both of the product they are interested in, others are just going to be looking for the sake of it. Either way, your company has to be prepared to cushion the blow of these customers.
This is most often done by simply slightly increasing the retail of the company’s products which should create enough of a margin that the company can then offer small, free samples. There are times however when this ‘wastage’ – for want of a better word – is not through the products that the company sells, but through their customer service.

This is not because employees waste their time on customers who are never going to bring them income, all customer have to be approached in the same way, but more through those customers who perhaps do not have an active social life and therefore use situations such as this for conversations. As patronising as this has the potential to sound, it is a fact of business that there are some people who demand this sort of attention and the company must be willing and able to absorb this.

Equipping your employees with the correct tools to handle customers such as this is the most important factor of this. There is a fine balance that must be established in order to keep the customer happy and fulfil their need for human interaction, while also allowing for your business to remain afloat.

Most often, this sort of customer can be found in coffee shops or similar. This is simply due to the length of time that customers are able to spend in the store – the whole point of the business is to keep customers busy in the shop, to make more purchases, but customers cannot be favoured. The object of customer service is to offer a standard level to all customers, if the employee favours a regular or one who simply behaves in a way that puts forces the employee to offer a higher level of service they run the risk of rejecting another customer. Which of course could and probably would lead to a loss of sale in one dimension or another.

Whether a customer is a drain on your company or not has to be evaluated over time but those people can be easily managed through confident and consistent customer service.

Contact one of the following should you wish to learn more about customer service: http://www.customerservicescontact.co.uk/sky-helpline/ or http://www.customerservicescontact.co.uk/vodafone-helpline/