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Or is it for management to ensure that they have the best of customer services which is one of the pillars of good management ?
Customer is the king or as they say, Customer is always right BECAUSE any business entity is because of the customer and if there is no customer, there will be no business. If a company is offering bad customer service, it is actually loosing the customer. so I say, it is the resposibility of everybody in a company to look after the customer very well.
Customer satisfaction is a critical success factor for most winning strategies and therefore an active KPI should be in place to measure success of achieveing those strategies.
If the is the case all management levels should have clear visibility of this aspect of the business and a good KPI should tell what to do and by whom. Again all management will see the results.
Many companies claim to offer quality customer services with their top most priority, However demonstrating this is quite something else. Customer services can make or break the company's reputation and business future in the services industry.
When is it time to take Action? From the Employer/Company point of view:
Should Bad customer service be reported? Depends on the gravity of it, The following indicators may help us reach a decision:
1. According to the American Express Survey's over atleast50% consumers abandon transaction following bad customer service experiences. When the business begins to lose clients you know dirt just hit the fan.
2. Due to the loss of ex clients and failure in their retention. They're surely to never return after extremely bad customer service experiences according to surveys and consumer research.
3. Word-of-Mouth: It's going to kill your business sooner or later if the Bad customer service ends up becoming a trend of that company. Its time to take action and eliminate the cause that could potentially ruin your business and have people formulate negative opinions related to it and spread it via their horrible experiences.
From a Client's point of view (When would i feel it's become necessary to report it):
1. When bad customer services ends up costing me both money and time.
2. When it begins to effect badly on my needs, transactions and expectations from the company.
3. When i realize i value the products/services of the organization and they really have a good system of client feedback and i've had a good or long relationship with them in the past. I'd report it for action knowing the company cares for its clients and their expectations as a loyal client.
4. I believe both as a business and as a responsible individual that organizations/people should be given a chance to improve and a slice of the truth. I'd report extremely bad cs experiences so that the company may have a chance to improve their services for the future based on others and my own feedback as a client.
Nothing can justify bad customer service.
One expects utmost professionalism and efficiency specially from customer service personnel but then we are all human so bad things do happen in the real world like unprofessionalism and disrespect.
As a customer faced with such a situation, there is no other option to save the situation, specially if the staff in question does not listen to logic anymore, but to be calm and composed, and firmly ask to be directed to a superior, in the absence of the manager, or to the manager himself and explain the situation in detail.
Bad customer service is bad service management
If you are working in a customer service industry its not only the responsible of the employee but its the company as a whole, you can't point fingers to another person or manager nor even to any department just to pass the burden and remove it from your hands the dirty work. BAD CUSTOMER SERVICE = BAD COMPANY AND INCOME LOSS.Besides when someone agreed to work in this type of industry they already knew what their job is so everyone should be accountable.
In both ways you have a point. But first of all it is the responsibility of the HR Manager to monitor the performance of his subordinates or his recruits and provide the needed training. If the subordinate fails to comply or apply the trainings he has undergone, then it is clear that he could be facing termination or undergo training again.
As a customer, we can complain to the management or fill in the provided feedback forms if available. Otherwise, just transfer with another service provider. In the case that you so trust your current service provider, then complaining is the way to go. And if the same matter occurs, it is clear that the management does not care or monitor the performance of their employees thereby causing "Bad Customer Service" in which such an establisment can not be trusted to provide any other service of quality or value.
Quality & Value must be a part of every establishment.
If you cannot provide decent customer service, how can you be expected to provide any other good services .....................
WELL IN MY OPINION COMPLANING TO THE MANAGEMENT FOR THE BAD SERVICE OR AGAINST SOME STAFF IS VERY EASY JOB. I MUST TRY TO SOLVE THE PROBLEM ON MY OWN . WILL DISCUSS WITH THE OTHER STAFF THAT IF SUCH CUSTOMER SERVICE WILL BE PROVIDED FROM US THEN THE COMPANY WILL EARN BAD NAME . IN SUCH CASE ITS WE THE STAFF WILL GET A BAD NAME AND FURTHER THE SALES OF THE COMPANY WILL DECLINE AS SUCH OUR SALARY MAY GET EFFECTED. SO, I THINK THE WORD IMPOSSIBLE IT SELF SAYS IAM POSSIBLE. ALL DEPENDS ON CONVINCING EACH AND EVERY BODY IN THE TEAM FOR THE BETTERMENT OF THE COMPANY.
