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Top : Lessons From Poor Customer Service Examples: We can learn a lot about improving customer service by looking at what NOT to do, and examples of customer service that has gone awry. Here you'll find examples and analyses of poor customer service situations.
Articles:
7 things never to tell your customers - by Jeff WuorioRecently, I stopped at a local hardware store for a new bolt for a wheelbarrow. The only metal pin they had was too long and a clerk gladly volunteered to cut it down to size. As he was sawing away, one of the owners waddled past, scowled and snapped: "Doesn't he have a hacksaw at home?"""Granted, we've all been treated to these sorts of remarks, comments and faux pas at businesses of all types and sizes, but that doesn't mean we should. Here, based on my own stumbles down the rocky road of verbal miscues, is just a sampling of things that a client or customer should never, ever hear at your business pop (Added: 22-Jan-2006 Hits: 6920 )
Customers told to F--- off and get a life - by na
Hard to believe. Or is it? It does happen. Obscenities in customer service. (Added: 11-Jul-2007 Hits: 1603 )
TSA suffers the slings and arrows of the worst customer service | CustomerThink - by Cheryl Hanna
For as long as most of us can remember, the airlines industry has always scored the worst customer service marks on almost all surveys. Within the airline industry, the marks for whom is doing it better for passengers may have seemed significant, but let’s face it, the airlines industry doesn’t really care how we feel. Now the Transportation Security Administration has surpassed the rudeness, incompetence, and general discontent of even the major airlines.""A recent survey conducted by Consumer Travel Alliance revealed more than 50% of the participants rated the TSA as offering the worst customer service. Following close behind with 29% were airlines, 10% were car rentals, 5% were hotels, 3% were cruise lines, and 1% were for online and brick and mortar travel agencies.""So why all the discontent with the TSA? (Added: 31-Dec-2010 Hits: 236 )
How not to use social media for customer service... - by na
The lesson here is obvious. For some customer service is important beyond convenience. (Added: 24-Dec-2011 Hits: 90 )
How to Lose a Decades-Old Customer - by KATIE MULDOON
Time Magazine goes out of its way to alienate a longtime reader with slipshot subscription service. The author outlines the problem and explains what should have happened to help the customer (Added: 2-Jun-2005 Hits: 2490 )
American Airlines Fails In Service Recovery « Customer Experience Matters - by Bruce Tempkin
While American Airlines can%u2019t avoid all situations where it inconveniences travelers, it certainly can (and must) do much better job with its service recovery process (responding to problem situations) and improve its corporate culture which is not very customer-centric. (Added: 8-Jan-2010 Hits: 775 )
Customer Service: The Good, the Bad and the Ugly - by Keith Regan
Examples of really bad customer service over the internet and in e-businesses. pop (Added: 18-Jul-2005 Hits: 5915 )
Press 1 for manic, 2 for depression - Phone and Voice Mail Hell - by Nelson King
Learn about the abuse and misuse of automated phone and voice mail systems here. (Added: 12-Jun-2005 Hits: 2432 )
The Worst Company in America? - by Paul Elliott
If you invest in a company that sells junk, or worse, disrespects or ignores its customers, you are headed for heartache. Take American Airlines, for instance (Added: 27-Jun-2005 Hits: 2704 )
Sun News : Bus driver bails, abandons riders - by Ottawa
Oops. Bus driver has enough. Walks off bus. (Added: 18-Nov-2011 Hits: 159 )
20 Online Companies With Absolutely Terrible Customer Service - by na
I love these kinds of articles. Not only are they fun, but we can see interesting things, like companies with bad service are often giants in their sector. (Added: 22-Jan-2011 Hits: 577 )
Arrogant, or Desperate? - by Bill Mann
Netflix may perhaps be worried about its high level of customer churn, but smacking leaving customers on the rear end on their way out the door is no way to fix this (Added: 12-Jun-2005 Hits: 2178 )
British Gas: a case study in customer mismanagement - 21 Feb 2007 - by Stuart Lauchlan
British Gas is currently fighting back at its poor public perception after losing a million customers to rival suppliers last year alone. But whether price cuts and a flashy advertising campaign will be enough to alter a corporate culture that seems inherently antipathetic towards its customers remains to be seen. (Added: 26-Jul-2007 Hits: 1108 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.