145: Defining Bad Customer Service

Today we discuss how the wrong perspective on bad customer service blinds us to the vital insight we need to make improvements where they are needed the most. Zooming in on bad customer service Too often, customer service is pushed into its own corner. We see this a lot on surveys, where bad customer service is separate from things like long lines at the store, or even rude employees. When we speak in such general terms about poor service, we cheat ourselves out of the opportunity to get to the root cause of the problem. Before asking customers to rate their customer service, we challenge you to ask this question: “What does bad customer service really mean to the customer?” It’s often something very specific that leads a customer to report a bad service situation. But unless we take the time to ask more specific questions, we never get the insight needed to make significant improvements. Are you ready to uncover the truth about why your customers are unhappy with the service they receive? Listen in! Related Content Customers That Stick® post, Infographic: What Customers Experience Holiday Shopping 360Connext® post, “Such Poor Customer Experience!” 3 Industries I Hear About Every Day Episode 137: Culture and Customer Service Episode 081: Walking the Talk of Improving Customer Service Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission to Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com. Take care of yourself and take care of your customers.