Although customers aren’t right 100% of the time, they are the reason that companies exist in the first place. With that knowledge, you’d think customer service professionals would know how to treat their customers.
But reality is that many companies do a really good job while others have room to grow and lessons to learn.
A California based resident received a delivery of water cooler bottles from a water company Just a few days later, the resident noticed that one of the water cooler bottles had developed a slow leak and that it had damaged part of his hardwood floors.
The resident spoke to a customer service representative and explained what had happened, but the representative blamed the customer “for not reporting the problem on time.”
The normal response from a company’s representative would have been to both apologize and offer a resolution. That, however, did not happen in the example given above.
Customers are an integral part of any company, and customer service or customer care is right up there in terms of importance. To further emphasize the importance of keeping customers happy, here’s a quote by the company’s management: “One lesson is clear, hell hath no fury like a Champion scorned.”
What does he mean? It’s actually quite interesting, because according to an article written on marketingprofs.com, loyal consumers are more likely to “share a bad experience with a brand than a good one.”
It might sound unfair, but let’s face it. Consumers aren’t always compelled to write rave reviews for “okay” or “so-so” service. Unless the customer service they receive is stellar, it’s unlikely that they’ll share the experience.
A bad experience on the other hand, is usually shared by consumers either to their family, friends, or co-workers because it’s human nature to vent. With the help of social media, bad reviews can easily spread like wildfire And that is perhaps one of the biggest reasons why companies, big and small, are embracing social media these days. It’s not just about being present on social media anymore.
Some companies now have social media teams dedicated to responding to customers’ good and bad comments about their businesses. In an article written by Sarah Burke for www.getspokal.com, “Examples of the Good, the Bad and the Ugly of Customer Service on Social Media”, she shared some excellent examples of the different kinds of customer service clients receive online, as well as some wonderful tips.
Here are three of our top takeaways from her article:
- Timely responses are important.
- Sending generic responses that don’t address customers’ concerns is as good as not responding at all.
- There’s room for going the extra mile, even on social media. Actually, especially on social media.
Bottom line is this: Although customers aren’t right 100% of the time, they should always be heard and treated right, because they are the reason that companies exist in the first place.
That is why we are so grateful for the many positive reviews we have received via G2Crowd, GetApp and Capterra.
Would you like to share the customer service eperiences you’ve had on social media? We’d love to hear about them. Please feel free to comment below!