The Good, The Bad and The Ugly: Poor Customer Service (Part 2)

Practices that will ward off ugly forms of customer service
Trouble is ugly. Don’t let your customer service practices give trouble a fighting chance.

The good, the bad and the ugly. What are some of the ugliest ways to deliver customer service? Well there is always the benchmark of what to do: be knowledgeable, be courteous and never keep the customer waiting. Here are two more behaviors that do not comply with this concept and as a result procure a poor customer experience:

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
  • Abrasiveness –  A rude or abrasive customer service representative is disastrous. In the technological era, we have seen this emerge as a rampant epidemic. This can be attributed to a variety of factors. First, many theorize that the lack of face to face interaction has yielded poor social skills for society as a whole. While this may seem as trivial, it translates to all facets of day-to-day life. Customer service is based on the concept of delivering quality and maintaining professionalism. Sadly, virtual call centers and the lack of face-to-face conversation has brewed standoffish dialogue more than ever.
  • Long Queues – This is the number one source of abdication for current customers and former customers. Long queues are aggravating and a grave inconvenience. Most of these queues can be avoided. Sadly, measures taken against them are often taken too late. It is a serious issue when a customer dreads calling customer service for a simple question fearing it will take up an hour of their time. Alas, this is where a IT service manual can save your company’s day.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

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