What Is Bad Customer Service?

Everyone knows what it means to provide excellent customer service: the problem is resolved quickly and the customer is happy and excited to come back for more. But what counts as bad customer service?

Here are seven things from the customer service don’t list:

Don’t Provide Inaccurate Information

As you can imagine, it’s critical that your customers get consistent and accurate information about your business. For example, it’s extremely frustrating to customers if your posted hours of operation are 9 a.m. to 5 p.m., Monday through Friday, but you’re closed when they arrive at your door at 2 p.m. on a Monday. Just one error like this can cost you a customer for life.

Don’t Be Rude to Customers

This should be obvious: it’s never good to be rude to customers. No matter how bad a day you’re having, no matter what is bothering you, you should always treat your customers with respect and dignity. Your customers could easily have gone to one of your competitors, but they chose to buy from you – and they deserve to be treated well for that reason alone.

Don’t Discriminate Against Customers

It is never ever okay to discriminate against your customers – for any reason. You need to have a zero-tolerance discrimination policy not just for your customer service department, but also for your entire company. Discrimination is wrong and cruel, and it will paint a negative picture of what your company stands for. When you discriminate against a customer based on age, sex, religion, sexual orientation, or ethnicity, it can also land you in legal trouble. We’re all entitled to our opinions, but it’s never okay to discriminate against your customers.

Don’t Blame the Customer

If your job entails dealing with customers, you know there are plenty of times when the customer is wrong – despite the classic phrase “the customer is always right.” However, even if the customer is 100% wrong, it’s never a good idea to blame her for whatever’s gone wrong. There are always outside factors to consider – maybe someone tried to “help” the customer and just made it worse, maybe he’s having a bad day and is having a hard time explaining the problem. Either way, it’s always wise to just accept the blame and take action to correct the situation to the customer’s satisfaction.

Don’t Not Ask for Feedback

Customer feedback is the easiest way to get insight into what your customers are thinking and saying about your business, products, and service. It’s not uncommon for customer feedback to shed light on problems you didn’t even know existed. In other cases, feedback is exactly what management needs to finally correct an on-going unresolved issue. And sometimes, when the stars align, customer feedback calls attention to the best parts of your business.

Not seeking out customer feedback sends the message to your customers that you don’t care what they think and that you don’t value their opinions. We all like to think our opinions matter – telling your customers otherwise does nothing to endear them to your company.

Don’t Ignore Bad Reviews

No one likes to hear negative feedback and it’s natural to feel defensive when a customer gives you a bad review. However, it’s the bad reviews that offer valuable constructive criticisms that can help you build a bigger, better business. When you treat bad reviews as an opportunity to address your customers’ concerns, you show you care about their overall customer experience and better your chances of winning them over forever.

Now That You Know What Not to Do: Prepare Your Customer Service Employees to Provide Stellar Service

The best way to steer clear of bad customer experiences is to provide your customer service employees with thorough training. By being proactive and preparing your employees for every potential situation and circumstance, you can help them navigate the often-tricky path of excellent customer service.