We all deal with customer service on some level in our daily tasks. Our experiences are not always pleasant, and I feel that more focus needs be on providing not only just basic customer service but to step it up and provide quality customer service.
While there are both external and internal customers, they both should receive the same respect. Service can be provided thru forms of both written and oral communication. How many times have you received an email and thought, “wow that was rude”? Did you ever listen to a voice mail from someone and think they were totally off base? The tone in which we convey our comments in either form is a direct reflection of us. We may have thought we were being polite, but our tone could have been saying right the opposite.
In this paper, I will take a closer look at traits of poor customer service, how consumers react to poor customer service and the traits of quality customer service.
Traits of poor customer service
Poor customer service usually begins from misunderstanding between the customer and the employee.
Customer service personnel do not always have the customer in mind when they are functioning on their day to day activities. Many times they are dealing with their own personal issues, pressure from not being happy with the job they have, and often the pressure of having to perform at levels they are not accustomed to, just to may an income.
Poor customer service can stem from companies having long convoluted phone systems, long customer hold times, and un-empowered customer service reps to a simple lack of failing to follow up with customers1. Until companies get control of these areas, the representatives they have working for them, customer service quality will continue to decline (Gillian).
Poor customer service can be the result of stress, lack of motivation, or timing. When the customer or representative are under stress it can be a factor that causes a situation to turn into a bad one. If the representative is not motivated by the company or really doesn’t care about the job they do, it will show in their treatment of the consumer. Timing of the interaction to the representative can also play a factor in the treatment of the consumer. If the representative is at the end of the day and ready to go home they may rush the consumer or seem as if they don’t care. In many cases in a call center environment, representatives are paid based on the amount of calls and the time on each call; this can impact the tone with the consumer.
How do customers react to poor customer service
Customers are not always happy with the service they receive from companies. Today when a customer is unhappy they no longer wait to talk to the manager, they opt to take their feelings to the internet. In this new age of technology, customers vent on blogs and in communities where they share their stories with others.
Customer service is becoming a function of the...