Hopefully a change is made — or I never have to see her again… I do not know the name of the African-American woman who handles prescription refills at the West Central Park office, but I have had two bad experiences with her.
The effects of poor customer service ripple far beyond the revenue lost with that one person.
Customers are the foundation of success for any business, and if customers are not treated right, the business can lose its reason for existence.
Customers Leave Rare is the customer who will stick around through repeated experiences with poor service, especially in a competitive market where they can easily take their business elsewhere. When your customer walks, you lose not only that revenue, but also you potentially lose the word-of-mouth of advertising that only a satisfied customer can provide.
It takes more effort to attract new customers than it does to retain a valued one, so shedding customers is something no business can afford. New Customers Stay Away Word-of-mouth has two sides to it. People tend to believe firsthand accounts from their friends and acquaintances more than they believe impersonal sources such as advertising, and they give more weight to negative reports than to positive reports.
Prospective customers that might have found their way to your business will instead check out what your competitors offer. Your Reputation Suffers It starts when dissatisfied customers talk to people they know about the poor service they got, and it escalates when they express these feelings online.
Not only can tweets, Facebook posts and bad Yelp reviews go viral, but these statements can also last forever, potentially becoming only a Google search away from tarnishing your business reputation.
Dealing with dissatisfied customers makes their jobs more difficult and eventually the working environment becomes toxic. Revenues and Profit Shrink Poor customer service is bad for your bottom line.
The shrinking customer base results in fewer sales, which leads to direct loss of revenue. Add to that the increased costs from employee turnover. A business that tries to salvage its reputation by boosting advertising and public relations efforts will have additional costs added to the mix.
If no effort is made to improve service to get those lost customers back, the result will be a downward spiral that could eventually lead to you losing your business.A good customer experience is remembered for a few weeks and may be told to people.
A bad customer experience is remembered for 25 years and is told to people.
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Customer service and good customer service: Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
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