Who is to blame for poor customer service? Some believe it is the employees of the companies creating a negative experience for customers. Low level entry jobs that do not require a lot of skill or personality traits. Others believe it is the employer. Companies making millions of dollars and not treating the employees with dignity or rewarding them for their dedication. Creating an environment of resentment. The negative experience a customer receives is a direct correlation to the loss of customer loyalty. So what hurts the company more, treating and paying its employees more or losing customers? A happy medium would go a long way in resolving these issues.
- Many companies are moving away from real customer care and customer service, replacing it with a much-less-satisfactory online experience either by text or email.
- Many customers want traditional customer care. Abandoning it has resulted in disasters — yet companies keep going further down the same problem-strewn path.
- There are many factors to blame, but the bottom line is this: Companies that don’t care about workers and customers don’t have workers and customers who care about them.
“They don’t seem to understand that a customer with a problem is an opportunity to create a loyal customer who will stay with a company forever and recommend it to all their friends and contacts.”