Examples of Bad Customer Service

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Learn the don'ts of good customer service and see examples with expert retail sales management advice in this free online customer service video clip.

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In this section we're going to discuss some methods you can use in dealing with tough customers. I'm Pamela Unruh on behalf of Expert Village. Now if you can create a list of things that you do want to do for your customer, then conversely you can create a list of things you never want to happen as you're providing customer service. Now we haven't taken any time to really discuss this and again, the list that we make here will be relatively short because there are so many things that you can add into this. And again, I challenge you to do that. But the first don't and you can see where these are directly opposite of your do's. If we do ask you to be polite, don't be rude. Now rude can be different things to different people. I may not think that I'm being rude if I turn my back on you to look for something, but you may consider it rude. So always try and be very perceptive about what your customer sees as courteous behavior. There are obvious factors in being rude too, don't stand there chewing gum while you're talking to them. Don't walk away from the customer. Again very common sense. But of most importance. Don't be too casual. We talked about this before, if you're too casual you're not really there to be the customer's friend, you're there to be the customer's support system and expert. So do come across as professional, don't use first names unless you've been given permission to do so and don't act like that person's your best friend. Also don't reveal too many personal facts about yourself that the customer may be uncomfortable with hearing. Next big don't; don't lie. Now we talked about it a little bit before, sometimes you may not have all the information that the customer needs. Now a lot of customer service providers feel that if they don't know all the answers, it makes them look less than professional, it makes them look like they don't know what they're talking about. The very worse thing that you can do is lie to your customer and make something up as you go along. They're going to spot that immediately. Be sure and tell the truth about your products, tell the truth about what you can do for the customer. And if you don't know the answer, don't lie and make something up. Let the customer know that you need additional assistance and that you do know where to look for that. The last one that I'm going to add to our list here is don't rush the customer, him or her. Have you ever been to a restaurant where you sit down and you're not even half way through your meal and the waitress comes back and says, anything else, okay here's your check and I'll just take that money for you whenever you're ready? Well there's nothing like making you feel unwanted and under appreciated. If you feel rushed, then you're going to tend to want to go somewhere else where you feel a little bit more comfortable where it's a little bit more professional. The thing to remember as you're going through this list of don'ts or adding your own items to it, is that customers can be very fickle. It doesn't take very much to make them want to shop around a little bit, constantly shopping around for better deals and better prices, but poor customer service will also send that customer rushing out the door as well.

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