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.
Deflated sales:
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, when a brand fails to provide what it promised, customers are left dissatisfied. There are chances that they discontinue your services and move to your competitors.
Employee burnout:
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!
Source: http://www.livechatagent.com/consequences-of-a-bad-customer-service-for-...
Owner of the Article.
The success of any business nowadays is not just dependent on the quality of its products. It demands much more than that. It's the service that customers look for today.