Today we discuss how the wrong perspective on bad customer service blinds us to the vital insight we need to make improvements where they are needed the most.

Zooming in on bad customer service

Too often, customer service is pushed into its own corner. We see this a lot on surveys, where bad customer service is separate from things like long lines at the store, or even rude employees.

When we speak in such general terms about poor service, we cheat ourselves out of the opportunity to get to the root cause of the problem. Before asking customers to rate their customer service, we challenge you to ask this question:

“What does bad customer service really mean to the customer?”

It’s often something very specific that leads a customer to report a bad service situation. But unless we take the time to ask more specific questions, we never get the insight needed to make significant improvements.

Are you ready to uncover the truth about why your customers are unhappy with the service they receive? Listen in!

  Related Content

• Customers That Stick® post, Infographic: What Customers Experience Holiday Shopping
• 360Connext® post, “Such Poor Customer Experience!” 3 Industries I Hear About Every Day
• Episode 137: Culture and Customer Service
• Episode 081: Walking the Talk of Improving Customer Service

Sponsor message:

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Take care of yourself and take care of your customers.

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