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What are the causes of poor customer service?

Andrej Csizmadia

Andrej Csizmadia

August 19, 2014
Last modified on February 25, 2021 at 6:16 pm

No company wants unsatisfied customers, but why so many people’ve already had a bad experience with customer service? Many times companies’ managers don’t see deeply into these problems. We’re going to summarize for you the main causes of poor customer service:

No one available to help – not having enough workers for customer service is one of the immense problems
Imagine waiting for a solution longer than few minutes, can not connect to customer representative… Would you get mad?

Not trained people – employees should be fully informed about the products and services they sell
Explaining your problem to multiple people is not the most pleasant task. The less employees involved, the happier the customer.

Not pleasant representative – sometimes everybody has a bad day for millions of reasons, but a simple bad day for an employee can ruin service for a customer
Avoid this and hire nice and friendly people.

Not a fast fix – customer service staff should act on problems quickly

No more options to contact support staff – having just one option (phone, email) isn’t enough
Make customers feel comfortable by providing them a wide variety of contact options (phone, email, live chat, Facebook, Twitter, forum, fax, office).

No thankfulness – show thankfulness to your customers, thank them every time you get a call from them, send them a personalized thank you note, ask them about their needs

Do you know what are your CS weaknesses and strengths?

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Andrej Csizmadia

Andrej Csizmadia

Growth Marketer

Andy is Growth Marketer at LiveAgent. Previously, he studied International Relations and Business Diplomacy and was active as a volunteer in the world's largest student run organization, AIESEC. Running, music and reading books are his favourite free-time activities.

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