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Want to Make Your Customers Angry?

December 8, 2012

Daily ReadWant to Make Your Customers Angry?

We’ve all had customer service nightmares that never should have happened, but as a small business it really hurts when you shoot yourself in the foot by messing up in ways that have nothing to do with your core products or services. Customers have almost unlimited choices, so in this day and age you cannot get away with subpar customer service.  Here is a list of 5 things you should never do!

  1. Fail to deliver. There isno excuse, but it happens all the time.Either the tracking information is wrong, they deliver the wrong product, they show up on the wrong day, or they don’t show up at all.
  2. Waste your customer’s precious time — and test their patience. How many times have you spent too much time on the phone trying to figure out what’s gone wrong and can’t seem to get to the bottom of things until you threaten to take your business elsewhere?
  3. Create problems out of thin air.  Not all customers a pleasant to deal with, but don’t make a problem worse with an “attitude.
  4. Ignore feedback (or make it hard to give it). With today’s social media outlets, it’s hard to believe companies don’t take feedback to heart. By not responding to customers they’re going to get eviscerated in a very public way, which is never a good thing.
  5. Hamstring employees. Most of the problem situations we attribute to individuals on the front line are actually caused by bad management and flawed processes. Go Figure.

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