Whether you choose to believe it or not, bad customer service can have a serious impact on the overall health of your business. In the short term, it can affect sales, and in the long term, it can affect your business in a myriad of ways.
For example, it can harm your brand, your reputation, and more.
In this post, we’ll discuss 5 of the ways poor customer service can hurt your business, so you can determine what needs to be changed and what you can do about it – if anything.
Let’s get down to it…we’ve got no time to waste.
1. Reputation Damage
If your business is online, a bad customer service experience can cause serious damage to your reputation. Angry customers often take to their keyboards and vent their frustrations online – be it in the form of a negative review, an irate tweet on Twitter, or something else.
In fact, customers are more likely to leave a review after a negative experience than a positive one.
2. Leads That Don’t Convert
Imagine this: You’re a customer inquiring about a good or service – and you never receive a response. How annoyed would you be? Would you be likely to return to that business in the future?
The answer, most likely, is no. If you wouldn’t do it, why would your customers?
3. Loss of Your Best Employees
When some of your employees aren’t pulling their weight, other employees will be forced to pick up their slack.
As you well know, this can lead to resentment and anger from those employees who are left doing jobs and taking on responsibilities that aren’t meant to be theirs. Thus, they may become fed up and decide to leave their positions.
You don’t want that, do you?
4. Loss of Customers (Both Current and Future)
Word of mouth travels fast. And when it’s negative, it travels like wildfire.
One angry tweet or bad review about poor services can cost you many, many customers…so rein those angry reviewers in and aim to rectify issues as quickly as possible.
If you don’t want to lose more of your customers, why not try investing in your call analytics? You’ll be able to monitor your calls, so you can see how your employees are handling dissatisfied customers and make changes.
5. Loss of Profits
When you lose customers, you lose sales. And lost sales equals…you guessed it…a loss of profits.
Depending on the severity of your customer loss, the number of profits you lose as a result could have a lasting impact on the financial health of your business.
Don’t Let Bad Customer Service Break Your Business
It’s obvious that bad customer service can impact your business, but it doesn’t have to break you down.
Ensure that your employees are providing great customer service, and resolve any issues that come up as quickly as possible, and you’ll improve your reputation in no time.
Want more helpful tips, like why your business needs a service desk?
ThinkSecureNet has you covered. Head over to our blog for these – and more.