Bacal & Associates - Meeting your customer service needs for almost two decades
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:
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
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7 things never to tell your customers- by Jeff Wuorio
Recently, 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
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(Added:
22-Jan-2006
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5011
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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
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12-Jun-2005
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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
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567
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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
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76
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The Customer Service Hall of Shame- by MSN
Results of an MSN survey asking people to submit their suggestions for companies that should be considered as the worst in terms of customer service.
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(Added:
11-Jul-2007
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3742
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