Sometimes, however, clients can have appalling experiences that show that within the given system of customer service there is something very wrong with the set up. Here are three horror stories from clients about customer service and advice on what could be done differently according to MyCustomer.com.
Story no. 1: Repetition
Stacey shared her experience in which she called a company providing financial services; she was a client. After a 20-minute wait, she was connected to one customer service agent, who connected her to another, and that one to yet another. Eventually, she ended up having to explain her problem several times, over and over.
What could have been done differently? First of all, it's necessary that only one agent takes care of one client and solves the problem. If this is not possible and the problem requires work by an expert, all the information should be provided by the company itself, not by the client.
Story no. 2. Ban on Facebook
Sherri shared her story in which the services she used were invoiced incorrectly. She found out that she had been paying more for the services than she was supposed to for months.
When she tried to deal with the situation, the company didn't reply. No further requests or reminders helped. After many days, the client shared her story on the public Facebook profile of the company, for which she got a ban from the company.
What could have been done differently? Communications with clients and their feeling of being heard and understood are crucial for a successful interaction between a customer and customer service.
Story no. 3: Bothering clients
Michael told My Customer his experience in which a service provider, whose customer he was, bothered him with constant offers of additional services to such an extent that after telling them several times that he didn't want anything, he had to threaten to switch to a new supplier. Only then did phone calls and e-mails stop.
What could have been done differently? Your current clients have a big upselling potential, but everything must be done with common sense and certain limits. Offer your customers new products only if you see that they could really be interested.
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