This book sheds light on the problems with offering poor customer service and elucidates how companies can enhance customer service. Moreover, strategies for how brands can win back disaffected customers are also delineated.
It is almost inconceivable to fathom that a preponderance of frontline employees do not care about providing stellar customer service even though their brand’s longevity and profitability depends on the quality of their resourcefulness in assisting the customer.
The cost of a company having eminently poor customer service is quite devastating in the long haul to the company’s profitability. Furthermore, offering sub-par customer service can adversely impact a business in multiple facets beyond comprised profitability. Poor customer service not only elicits negative brand recognition, a comprised brand reputation, the loss of brand loyalty, the forfeiture of future lifetime customers, and a reduction of brand equity but can also lead to higher employee turnover rates.
Moreover, offering abysmal customer service not only culminates in reduced employee morale but also causes negative word of mouth about the brand to be rapidly disseminated on social media websites like a wildfire. Inefficient customer service instances can transpire when even part of time is spent arguing with customers. This will almost always lead to unsatisfied customers.
Treating customers without any respect and leaving their issues unresolved is one the fastest way to become infamous for having the most terrible customer service. It is estimated that in the United States alone, over 83 billion dollars of potential sales revenue each year is forgone due to customers receiving poor customer service.
Irate, incompetent, and argumentative customer service representatives contribute to tarnishing a brand’s reputation and having their company succumb to negative net losses.