Imagine that someone in your company or organization upset a customer and they left angry or disgruntled. It could be that the customer was unkind, was too demanding, or had unrealistic expectations. It doesn't matter what the reason was, what matters is that there was poor customer service and the customer left unhappy.
Someone might say, “It’s okay, they’re just a customer.” However, that way of thinking is already outdated in the new way of looking at customer service .
Consequences of poor customer service
First of all, do you really want to lose a customer, and if so, is one customer an acceptable loss? The reality is that you never lose just one customer. It turns out that, depending on what statistics you look at, the average customer who had a bad experience may tell 8-12 people about their negative experience. That's bad news, but there's even worse news. 13% of dissatisfied customers will tell 20 or more people.
You may be able to afford to lose one customer, although I still insist that you shouldn't think that way, but are you willing to lose 8 or more customers? Or worse, knowing that you won't be able to do anything about it because of bad reviews about your customer service? I don't think so.
However, as I mentioned earlier, this is now out of fashion. In 2000, Trip Advisor started publishing travel-related content and reviews online. Not too many years later, in 2004, Yelp was born. These were the first forms of social media. In the last five years or so, the concept of sharing reviews about companies, their products, and customer service has become very common. Which brings us to the concept of unintended consequences.
Today, the old statistics about dissatisfied customers are no longer valid. With Twitter, Facebook malta phone number other social media, the voice of the customer is louder than ever.
Customers use social media to spread their good and bad experiences, to all their friends on Facebook just to say the least. Unfortunately, millions of people could be involved in this.
The unintended consequence of not managing customer satisfaction can result in the loss of many customers.