The negative impact of poor customer service
Poor customer service can have a major impact on a business in a number of ways:
- Negative customer service is likely to lose the business of the customer in the future.
- Poor customer experiences are increasingly being recorded and found via platforms such as review sites or social media. Negative brand reviews may put prospective customers off before they’ve even visited your website or spoke to your team.
- Delays or late arrivals can sometimes be subject to fines or unplanned discounts in order to compensate the customer. This eats into your profits and harms your financial health.
- Dealing with customers to try and improve the relationship takes a lot of time and effort. This time could’ve been spent on other business activities had the initial customer service not been a negative experience.