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Customer Service Information |
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The Dissatisfied Customer
We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. A dissatisfied customer is a direct reflection on our performance and a blow to our egos. The common reaction of small business people to a consumer complaint is defensive posturing and/or avoidance. But ignoring a disgruntled customer can be much more damaging than small business owners realize. When consumer complaints are avoided or ignored, the customer still needs to vent. A study done at Western Washington University and Illinois State University, shows that consumers who had a bad experience at a store most often responded in three ways: They decided not to shop at the store again. They told their friends and relatives about their bad experience. They convinced friends and relatives not to shop at the store again. If the customer decides never to use your services again, you've lost one customer. But the damage may be worse. There may be a real problem that the business is unable to address because they aren't focused on it right now. If the customer tells friends and relatives about their bad experience, the business now has a negative reputation with several customers and potential customers. If the customer convinces friends and relatives not to use the business, the business has now lost several customer (probably for good), and the influenced customers will likely spread news of the original bad experience to their peer network in order to bolster the validity of their decision. Segarin Monk is a social program marketer for government and non-profit agencies. He believes in marketing from an integrity-based, pass-it-on, pay-it-forward stance. See more articles from this author at: http://marketingyogi.blogspot.com/
MORE RESOURCES: Changes at Social Security Administration may impact customer service, benefit payments, experts say CNBC Cognigy Recognizes Enterprises Transforming Customer Service with AI at Nexus Summit 2025 Morningstar AI won’t fix the real issue with customer service Financial Times Crow Wing County launches web chat assistant to enhance customer service Brainerd Dispatch All-American Pest Control Celebrates Employees at Annual Awards Ceremony Pest Control Technology How SAP CX AI Toolkit Transforms Customer Service Operations Technology Magazine Cognigy Recognizes Enterprises Transforming Customer Service with AI at Nexus Summit 2025 Business Wire CSPI & Nutrition Action Customer Service Center for Science in the Public Interest Braun: “Hoosiers deserve best-in-class customer service” ReadTheReporter.com NICE Ltd. enhances customer service with new AI tools Investing.com ServiceNow to Boost CRM Offering With Acquisition of Logik.ai’s Best-in-class, AI-powered CPQ Solution Business Wire Customer Service & Support Hillsborough County (.gov) Hong Kong International Airport honours staff excellence with annual customer service awards International Airport Review Aqua begins customer service line inventory to ID, replace lead lines in Shenandoah The Shenandoah Sentinel MetTel Wins Multiple Stevie® Awards, Marking 12 Years of Customer Service Excellence Longview News-Journal How to address common customer service gaps TechTarget SBA opens customer service center in Paintsville for flood victims The Paintsville Herald Attune Insurance honored with multiple global 2025 Stevie® Awards for Sales & Customer Service PR Newswire Malaysian authorities investigate customer service officer for racially charged social media post against Indians Dimsum Daily Singapore Airlines, Salesforce collab on AI-powered customer service Frontier Enterprise Zomato cuts 600 customer support jobs amid AI adoption Verdict Food Service What Your Business Can Learn From Southwest Airlines Business.com New Jersey American Water’s Customer Assistance Programs Township of Scotch Plains (.gov) Monetary Gold Achieves Record Customer Service Improvement, Climbs to #3 in Industry Rankings PR Newswire Certificate of Achievement – Sales and Customer Service (Online) Lake Michigan College Bullhead City leads Mohave Community College workshop on customer service mohavedailynews.com Watchdog slams Australian supers' customer service Pensions & Investments How AI Is Changing the ROI of Customer Service - SPONSOR CONTENT FROM INTERCOM Harvard Business Review Contact Us About Your Bill City of Clearwater Cognigy Recognizes Enterprises Transforming Customer Service with AI at Nexus Summit 2025 Bluefield Daily Telegraph Launch of New Districtwide Customer Service Platform The School District of Philadelphia Cox: Better customer service expected in social development ministry Trinidad and Tobago Newsday Revolutionizing customer service: MaestroQA’s integration with Amazon Bedrock for actionable insight Amazon Web Services My Utilities Account City of Santa Clara (.gov) Customer Service Center apps.tampagov.net Attune Insurance honored with multiple global 2025 Stevie® Awards for Sales & Customer Service WV News Welcome to Riverside Public Utilities City of Riverside California (.gov) 311 - Birmingham’s Customer Service Center City of Birmingham, Alabama (.gov) Centier Bank lands No. 1 on J.D. Power customer service ranking Northwest Indiana Business Magazine Running our contact centers on Azure Microsoft Turnpike says to disregard customer service message at tollbooths The Portland Press Herald Darren Stewart honoured by Home Hardware for excellent customer care Clearwater Times 354th FSS gains new Customer Service Portal eielson.af.mil Changes at Social Security Administration may impact customer service, benefit payments, experts say MSN |
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