Customer service reps are considered "face" of most companies. The reason for this is simple... If you call AT&T because of an issue with your bill or because you are having technical issues, you don't speak to a CEO, VP, or even manager. You are transferred to a customer service rep. If that rep provides poor customer service, whether they are inexperienced/uneducated about the product or are just plain rude, it leaves you with a bad taste in your mouth and a poor image of that company. If the customer service was really bad we will sometimes file a complaint, write the company a bad review (on Yelp.com for example), or even go to the extreme of cancelling our service with that company or not purchasing from them again. On the other hand, if you are transferred to a customer service rep who is courteous and knowledgeable it leaves you with a good feeling and a positive impression of that company. If the service is exceptional we want to tell our friends about it and/or write a great review for that company. To simply sum it up: Poor customer service = bad reviews and potential loss of current and future customers; Where as great customer service = positive reviews and/or repeat and referred clientele.
The reason for this post comes from an article published yesterday by AOL (see link for article below). The article was titled "The 11 Worst Companies to Work for in America". Here are a few excerpts from the article: Game Stop- ranked #10: "Employees appear to regularly complain that the company privileges sales above customer service. According to one review, "Priority is placed on sales instead of games and customers, pushing people to pre-order games can place them in a situation where they spend good money on a bad game with no possibility of a refund, business' models place customers at a disadvantage." It may also be the reason why the video game retailer made the Consumer Report's annual "naughty" list for bad customer service in 2011. Likely adding to poor customer service, reviews point to high turnover."
Sears Holdings (Sears/Kmart)- ranked #6: "Customers will not be surprised to hear that Sears employees think the company's "ancient systems" are in desperate need of repair. In addition to aging infrastructure, retail workers at both companies are unhappy with compensation. Sears employees consistently pointed to low starting salary and even lower annual raises. Kmart employees complained they cannot get enough pay as they are limited to fewer than 32 hours a week with shifts only "four to six hours long." In 2011, Sears' American Customer Satisfaction Index score was a 76 out of 100. Among all department stores and discount retailers, only Walmart received a lower score."
Dish Network- ranked #1: "Many reviewers objected to the company's long hours and no holidays. "You work all day all night. Your day starts from 6:45am till 6pm or 10pm You work every holiday that your day falls on." It is no surprise then that reviewers suggested employees were unhappy with management, citing "mandatory overtime" and "no flexibility" with schedule. Perhaps the dissatisfaction of employees is affecting customer satisfaction. MSN Money awarded Dish a spot in its 2012 Customer Service Hall of Shame, noting that Dish's customers did not like that the broadcaster had dropped channels and seemed to prioritize sales over quality service."Excerpts all from AOL Jobs website. Click the following link to read the full article:
http://jobs.aol.com/articles/2012/08/14/the-11-worst-companies-to-work-for-in-america/
My advice is simple. Listen to what your customers and employees have to say. When employees and customers are happy they will promote your company via "word of mouth". In this day and age of social media it's an excellent form of free marketing.
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