For many years, I have naturally, almost without thought, examined every part of customer service from a customers point of view, whenever I am doing business as a customer. Over the years, I have learned that not only does it help me determine where to do business, and where not to do business, but also where the customer service that I provide needs improvement. I continually make mental notes of what to do, as well as what not to do based on my experiences as a customer, and furthermore, make the tweaks necessary to implement what I have learned in my own bag of customer service related tools. The following are five things that can instantly ruin the customer experience.
1. Reprimand an employee in front of the customer
When I am doing business …show more content…
I have witnessed this take place many times over the years, and every time I see it happen, I am amazed that anyone would think it is acceptable. From regional management holding meetings in the dining area of a fast food chain, to team members joining in to a meeting by way of speakerphone in the entertainment section of a big box store, the customer experience is quickly tarnished when a customer hears the inner details of a business being broadcasted in …show more content…
Not only does it make dealing with the customer in front of you much harder, but it also leaves others with a negative customer experience. Customers feed off of positive energy as well as negative energy. When you are frustrated, the experience of all customers within seeing or hearing distance will be affected by your demeanor. Losing your patience, talking loudly, and even slightly negative facial expressions will ruin the experience of every customer around you. This is important when dealing with a difficult customer, but is even more important when dealing with your employees. A manager does not have to say a word, but simply give a negative facial expression toward an employee. This could not only affect the customers experience, but if noticed by the employee, can also set a negative mood for the employee that will be transferred through that employees customer
1. Reprimand an employee in front of the customer
When I am doing business …show more content…
I have witnessed this take place many times over the years, and every time I see it happen, I am amazed that anyone would think it is acceptable. From regional management holding meetings in the dining area of a fast food chain, to team members joining in to a meeting by way of speakerphone in the entertainment section of a big box store, the customer experience is quickly tarnished when a customer hears the inner details of a business being broadcasted in …show more content…
Not only does it make dealing with the customer in front of you much harder, but it also leaves others with a negative customer experience. Customers feed off of positive energy as well as negative energy. When you are frustrated, the experience of all customers within seeing or hearing distance will be affected by your demeanor. Losing your patience, talking loudly, and even slightly negative facial expressions will ruin the experience of every customer around you. This is important when dealing with a difficult customer, but is even more important when dealing with your employees. A manager does not have to say a word, but simply give a negative facial expression toward an employee. This could not only affect the customers experience, but if noticed by the employee, can also set a negative mood for the employee that will be transferred through that employees customer