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Why You Need to Fix Your Customer Service Issues Quickly.


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Every professional in the service industry would readily agree that once in a while, certain things could go wrong in the customer service of a business. Either the supply could be a little late on delivery, or the machine breaks down some minutes into production leading into service failure.
 Other times, it could be a staff’s mistake spilling the coffee on the customer’s shirt, or the device supplied to a customer stops working just on purchase. 
There are a thousand and one things that could go wrong even in the best of customer service excellence. Sometimes, these could be issues that are completely out of our control as humans. Other times, and regrettably too, some are errors that we could have averted but for our lack of attention to details.
However, for every customer contact gone wrong, there are two broad options to salvage the situation, to either explain away the error or seek a genuine resolution to the matter at hand.
Herein lies the wisdom in exceptional customer service. Do everything possible to fix a bad customer service experience. Do not just shrug it off. That is a very costly mistake.
In this day of social media engagements, customers have the more easy option of venting their frustrations on various social media platforms, and this could spell doom for a company when cast in negative publicity on such platforms. It takes a whole lot to come out whole when cast in a bad narrative online.
This is why forward-looking organizations ensure that every escalation of a bad customer experience are resolved as quickly as possible just before the customer chooses to let out.
Consider the statistics.
According to Newvoicemedia.com, “after one negative experience, 51% of customers will never do business with that company again”.

“33% of Americans say they’ll consider switching companies after just a single instance of poor service. (American Express 2017 Customer Service Barometer)

And this is reflective of customers everywhere, irrespective of demographic delineation. So before you allow that customer leave your door, or hang up the line, be sure you want to close out on a positive note. It’s a game of numbers and like dominoes; just one bad push can make the cards come crumbling down.


Just like dominoes, one customer contact gone wrong can cause a damning ripple effect on your company’s image and reputation in the market and you wouldn’t really want that for your business.
I would love to hear your thoughts.                                                     Nnamdi.
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