Bad customer service is literally and financially bad for business as well, because according to the survey by Click A Fox, when customers have a bad experience they actually spread the word. One customer might not voice concern of bad service at that particular business but they are guaranteed to vent to friends and family about it.
They venture out to what we may call ?low profile revenge?, because according to the study by Click A Fox survey, 60% of customers are influenced by other customer?s opinion on social networks.
52 percent of disgruntled customers spout off to family and friends, an even more astounding 32 percent altogether will stop doing business with the company that wronged them.
Some of the things that customers hate the most is, speaking to a rude or inexperienced representative, being put on hold for a long time before getting serviced, having to deal with multiple agents and having to start over every time.
Clearly a lot of businesses need to get back to the basis of ?a customer is always right? before it?s too late, because as the survey has shown bad customer service is a financial liability.
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Source: http://espressobusinessnetwork.com/2012/08/13/the-cost-of-bad-customer-services/
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