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Bad customer service is everywhere today. The examples of it are so numerous: front desks, surly servers, clueless staff, employees talking on the phone and managers who refuse to acknowledge a customer. It looks like bad customer service is just a norm in many places today. It is pretty typical scene to watch in a store, when a customer entering with a question about this or that product and a busy employee gives a curt answer and continues to do what he or she was doing. Have you ever seen such situations before? Have you ever been involved? The actions of the customer in this situation are pretty predictable. In most cases he just leaves the store without buying anything. And this is recognized to be a classic example of bad customer service. Art Waller, Regional Department Head for Utah State University says that the customer should never ever be ignored. He did some researches on customer relations. According to his words there can be a lot of different interruptions when working. 'A phone rings, someone comes into an office, that's an interruption. But if a customer is right there, do that first. That's why you're there.' To make a business successful it is just necessary to provide good customer service. As a typical business gets some profit just from 4 percent of its customers who happened to be dissatisfied, when the other 96 percent quietly go away having faced inappropriate service. 68 percent of this 96 percent of customers never express their dissatisfaction as they show an attitude of indifference to the owner, manager or employee. This statistics must be really frightening for business owners. As if unsatisfied customers don't express their complaints concerning the service to a business; it definitely means that they will share their dissatisfaction with their relatives, friends and neighbors, etc. As statistics says the unsatisfied customer will tell about his dissatisfaction to 8-10 other people, when those in their turn will tell to around 20. Waller states that "it takes 12 positive service incidents to make up for one negative incident." He also believes that 7 from 10 customers who are complaining will turn to the business again if their complaints are resolved in their favor. In case the complaints are resolved at once on the spot, in 95 percent of cases these customers will turn to the business again and again. The statistics shows a lot and must persuade all businesses to do their best to provide the best customer service. If there is a complaint from a customer, it mustn't be ignored, as the problem won't disappear. If the customer goes away with his unsolved problem, it means that he will never come back and his friends and relatives, for example, will try to avoid the business as well. Bad customer service hurts the businesses most of all. It is one of the first and probably the most important things to understand for improving the business and avoiding its crash.
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