Customer from Hell – or Customer Service from Hell? You decide!

 

The next time you start to tell your coworkers about that Customer from Hell you just experienced, you may want to take a quick glance in the mirror first.
Winning with the Customer from Hell - a survival guideThe research tells us that in the vast majority of cases, it is us – NOT our customer – who triggers negative customer interactions(e.g.: Bitner, et al., 1990 “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents“). But if you’re still skeptical, here’s a great recent illustration of how onemarketing company rep turned a disappointed but reasonable customer into a veryangry man. When you read the dialogue, you can see the escalation – and how the Ocean Marketing rep, Paul Christoforo , continues to add fuel to the fire. This is a great cautionary tale.
—————
Are you looking for customer service training for your team or company? Look to the world leader in customer service training: Belding Skills Training & Development
Looking to measure your customer experience? RetailTrack is a world leader in Mystery Shopping and Voice of the customer research.

Customer from Hell – or Customer Service from Hell? You decide!
Share on facebook
Share on Facebook
Share on twitter
Share on Twitter
Share on linkedin
Share on LinkedIn
Share on whatsapp
Share on WhatsApp
Share on pocket
Share on Pocket

Comments? We'd love to hear them!

This site uses Akismet to reduce spam. Learn how your comment data is processed.

You might also be interested in:
Posts by category
Winning at Work Newsletter

The Workplace Success Newsletter

read in over 100 countries

Awesome tips to help you succeed
Free – once a week in your inbox!
(And 100% spam-free!)

(Want to see the kind of tips you’ll be getting before signing up? You can find them here.)

Outstanding
Customer Service Training
The best customer service training programs

Contact us today to learn how The Belding Group can help you stand out with outstanding customer service.

Do you have your copy of The Journey yet?

Winning at Work Newsletter

The Workplace Success Newsletter

read in over 100 countries

Awesome tips to help you succeed
Free – once a week in your inbox!
(And 100% spam-free!)

(Want to see the kind of tips you’ll be getting before signing up? You can find them here.)