Many companies emphasize great customer service, but just how important is it? What can companies do to improve their customer service? I  worked customer service in the banking industry for 8 years so I have first hand knowledge of how you should treat your customers.

Whether it’s a bored, dismissive look or just plain rude behavior, sloppy customer service can spell disaster faster than just about any other problem that can occur. People complain about bad customer service with the same level of anger usually reserved for taxes and college football games.

There are 3 groups of people who determine if a customer continues to do business with your company:

• Employees that greet the customer at your business
• Employees that customers know in real life
• Employees that customer deal with online and the phone

One thing I have noticed a lot of is when I go into one of these big box stores, the employees don't seem attentive to customers. Let's use a recent experience with a local store for example:

We went in the store looking for a certain toy for my son. No one acknowledge us upon working in, which I'm ok with that. It is the Christmas season and people tend to be busy. Where I did have an issue was with the employee that was helping us with getting the toy off the top shelf. In the middle of him getting a ladder to get the item, his cell phone rings. Really, they should not have cell phones on them while on the floor. Well, he puts the ladder down and answers his phone. After talking for a few minutes, we got tired of waiting and left.

Now, the employee should have first left his phone in the employee lounge. Secondly, he should have helped us with getting the item quickly instead of stopping to answer his phone. Not only have I written a letter to corporate but posted the matter and lack of respect on their social media channels. Not counting the numerous people I have told in person.

7 Things That Drive Customers to Your Competitors

1. It takes too long to resolve an issue
2. Promises that aren’t kept
3. Being treated rudely  or like a lier
4. Being transferred over and over from person to person, and having to repeat the issue each time
5. Having to call repeatedly to see if the issue was resolved
6. Being left in the dark, not know what has been done to resolve the issue
7. Being pushed to buy something—even before they fix the beginning issue

Go the Extra Mile

A while back, I was having continuous problems with my Internet service provider. The connection went in and out throughout the day, and each time there was a blip in service, I had to reboot my entire system. After multiple calls to the company and numerous visits from various technicians over the course of several months, I was left with no resolution.

I was ready to find another provider, but I made one last call to the company with a less-than-polite demeanor. They decided to send out another technician and of course I was more than ready for disappointment.

After he inspected my wiring and equipment, the technician provided me with his personal cell phone number and asked for a call in a few days to let him know he problem had been fixed. I was impressed to say the least as other technicians were not so caring. The technician even went further by calling his boss and getting our account credited for all the problems that we were having.


Now a days, the customer service is only as good as the employees. But, it is one of the most important aspects of running a business. What happens if you have bad customer service?

1. Only 50% of consumers give a brand only 1 week to respond to a question before they stop doing business with them
2. After poor customer service, 26% of consumers post a negative comment on social networking sites like Facebook or Twitter

1. Treat me like a person, not an issue. Allow me to be heard. Listen to what I’m asking. Take the time to understand what I really need.
2. Work with me to solve MY problem. You may have a script, but one size does not fit all! And that script is not going to work for every situation
3. Give me someone who is well trained and knowledgeable. If YOU can’t help me, quickly give me to someone who can
4. Give me a real live person! Computers aren’t good problem solvers. They’re not even smart; they get our words wrong and are very irrating
5. Give me even more than I ask for and give me excellent service

It doesn't take a rocket scientist these days to realize that your customer service department can make or break your company. Social media these days is a great way for customers to either give rave reviews or black list you for life!