Episode 154 – Failed customer service

Categories: Case Study, Customer service, Employee Engagement, Podcast, Success, and Values.

Most companies would say that their customers and clients are of paramount importance and that they pride themselves on great customer service. (Have you ever heard a company boast about its horrible customer service?)  However, we all know that not all companies have good customer service.

Good customer service isn’t about that it’s the “right thing to do.” It also makes great business sense.  A customer is 4x as likely to defect to a competitor if the problem is service-related, rather than if it’s price- or product-related.  55% of customers would pay extra to guarantee better service.

Listen in as Dawn Shuler recounts a story of customer service gone bad, resulting in that defection mentioned above, and the criteria for choosing new companies.

Other podcast episodes mentioned: Internal and external customer service – part 1, Does your customer service create a sacred bubble?, The importance of core values, and The Deeper Why in everything.

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