If people didn’t complain when something goes wrong, it would mean one thing – they’re apathetic. And nothing is worse than apathy. Care about SOMETHING!
The reason I love the daily/hourly challenge of helping organizations improve customer service is because – at its core – customer service is about caring for people. There’s an inherent greater good in what you do in business if what you do helps to improve how other people are treated.
So bad customer service should not be ignored. From the customer’s perspective, companies should be put on notice that “you better change or I’ll leave.” From the company’s perspective, bad customer service should be addressed and improved by management and staff.
Now when you receive poor customer service, don’t be apathetic – take action. There are many places to complain on the web, but better yet – complain to the company first, give them a chance to save you, and then leave if they don’t. Communicate your irritation and anger.
Studies have shown that only 1 in 26 of us will bring a concern directly to a company when we feel there’s an issue, so imagine how much more seriously that businesses would take us if they heard about all 26 issues! For some companies, it would be an avalanche of complaints and concerns.
On the flip side, if someone does something well, compliment them. Tell them that you – as a customer – care about customer service, and you thought that they did a GREAT job.
Make your voices heard loud – don’t be apathetic. Don’t always wait for someone to ask you for your opinion. Give it to them; be respectful, but give it to them.
You’ll be surprised how good you feel and how much your opinion is appreciated. And if your opinion isn’t appreciated, have the guts to say “good bye.”
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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