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Customer service is a serious and responsible job. But like in any serious job, there are people who are just not doing it right. They deliver bad service and give others a reason to joke about it. Luckily we can learn from their mistakes.
Read funny customer service quotes to find out why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers.
Although your customers won't love you if you give bad service, your competitors will. Kate Zabirskie, Founder Business Training Works
The bright side of you providing a bad service… OK there’s none.
Providing a bad customer service is the worst PR strategy you can imagine. Having a customer waiting on hold for 30 minutes who will then spread the negative word about you on social media will cost you a lot in the future. The only people who benefit from this are your competitors.
Right now while writing this article I put my phone on a speaker because I want to try to reach a company from which I ordered a week of catering. I wanted to make a significant change in this order, I’m on hold for 20 minutes, wrote them two emails and now I try to reach them on Facebook (it’s claimed on their fan page that they usually answer within one hour).
One week ago I was nothing but melting about this company and their great food. But today, for the first time it came to my mind that maybe they’re not that great. It’s just because next time, I can’t make a mistake in my order because it’s so hard to change it afterwards. And that limits me and it doesn’t make me feel comfortable.
After a few hours, at the end of the day, they answered my email, explaining that each Monday a lot of people are calling them so the lines are busy. Thanks for the explanation but maybe you should hire more people on these days or consider adding another customer service channel?
Remember about consistent quality when it comes to customer service in your company. People are great at word of mouth and writing reviews on social media. Especially bad ones.
Customers are like teeth. If you don’t take care of them they go away one by one until there are none. Jerry Flanagan, State Farm Agent
Have you ever seen this mem? That’s what customers feel and that’s what you feel when you call a company which doesn’t put customer service first:
If you ignore your customers and always put them on hold and don’t look for any other solution that will reduce the hold time (like different channel of customer service), they will go to somebody else, who puts them first.
So take care about your customers, and nurture them every day. If you need some customer appreciation ideas - here is my advice.
The only thing worse than training employees and losing them is not training them and keeping them. Zig Ziglar, Author and Motivational Speaker
As a manager you may sometimes have doubts whether you should invest in employee training because they can leave to a different company real quick. And what are you left with then? The reference you wrote them.
That’s not a promising vision, I can imagine. But saving costs on employee training is the worst idea ever. Employees, especially customer service agents, are the face of your company.
If you do not train them, you gamble. You can only wish some of them get lucky to serve your customers well and earn some money for you. But others… they probably don’t know your product well enough and don’t have the skills to deal with customers the right way. They can damage your company’s name.
I think you can dispel your doubts about employees starting from a recruiting process. If you hire live chat agents, you want to make sure they want to help your company for longer than a summertime (if you don't have a live chat app yet, you can test ours for free).
In your job description and during the recruiting meeting you need to send signals that you’re serious about job positions in your company and you want to hire engaged employees for good or worse. And if you can read people a little, you will see if candidates are looking forward to staying with you for good and you will scare away the ones who don’t.
A brand not responding on Twitter is like hanging up the phone on customers. With millions watching. Dave Kerpen, Co-founder of Likeable Media
Yes, that’s right. You set up a Twitter account just to look cool on social media? Surprise, surprise. If a customer wants to contact you, they will find a way. They will bombard you from each side they can, just to hear from you. And Twitter happens to be the fastest social media channel, so customers expect immediate response from you there.
If you decide to use Twitter for business and make yourself visible for everyone, you better respond. Otherwise, your account will look like a stream of complaints and it will quickly take an honor place in “The worst companies on Twitter in history” article.
Not a story you imagined, when you sent your first tweet, huh?
Customer service quotes
I’m sure you treat all the lessons very seriously and you will avoid these common mistakes like not training your employees or forgetting to check Twitter notifications. But on the other hand, don’t be too scared to stumble. When everything is done right, there’s nothing to joke about.
If you liked this read, I encourage you to check out other great customer service quotes and what you can learn from them.