In almost every business, customer service is paramount to ensure your company is successful. But the true cost of bad customer service is often underestimated. For contact centres in particular, customer service needs to be of the highest possible standard. As the point of contact for people who are confused, angry or sad in many cases, there are so many factors to consider. With that in mind, here are some of the truly negative effects that bad customer service will have on your business.
1. Upsetting the customer
Upsetting people is an awful thing, in day to day life or a working situation. For funeral call handling in particular, the call handlers are already dealing with people who are emotionally vulnerable. Adding to their stress and sadness with incompetent or unfriendly service will have an extremely negative impact on both the individual and the business.
2. Taking away company trust and credibility
Building trust can take years, and as a business it is so important to ensure your customers trust in your brand. Your credibility is the best way to ensure repeat custom, as well as positive recommendations. Just one incident of bad customer service can be enough to break trust with even your most loyal and long term customers, and it’s even harder to win it back.
3. The spread of negative feedback
Happy customers will talk about your business to friends and family, but unhappy customers will talk about your business to almost everyone they know. When your customer service is of a low standard you can ensure that negative feedback will spread like wild-fire, leaving a huge impact on the perception of your business to others. This can be hugely damaging, and hard to put right.
To ensure a high standard of customer care at all times, consider outsourced customer service. At Frontline we’ve provided 24/7 customer service for a huge variety of businesses, and our extensive experience leaves us confident that we can provide what your company needs. For more information contact us today, where our friendly team are on hand and happy to help at any time.