Customer Services Disaster Stories
Here are some horrendous stories supplied by customers who have expereinced awful customer service. This article was found at http://katenasser.com/worst-customer-service-stories-train-best-csrs/ and was written by Kate Nasser but are complaints by a mulitude of different people for different department. These stories are a perfect example of how important customer relations are. Negative comments can be heavily detrimental to the business.
The 25 Worst Customer Service Stories
- The foul language is clearly wrong. Will your CSRs quickly identify the other critical error in this exchange? Here’s the story: I had a problem with a new piece of electronic equipment and called for assistance. The first technician I talked with insisted that there was nothing wrong with his company’s equipment, that it must be my fault. When I explained that everything in the network had worked perfectly until I powered the new item up, he laughed at me. When I asked to talk to his supervisor, he responded with the infamous two letter expletive and hung up. I called back and spoke with a different tech who was able to resolve the problem in a matter of minutes and who then asked his supervisor to join us on the line. When I told the supervisor of my earlier experience, she asked me to give her one day so she could resolve the problem. She called back in less than fifteen minutes to tell me that she and the call center manager had reviewed the tape of the call, fired the original technician, and promoted the second one to a customer service training position. It went from being the worst customer service experience ever to one of the best in less than half an hour.
–Submitted by: Ron B.
- The story: I was trying to get some information from the local cable company, Comcast, about my bill. I couldn’t understand the different groupings of channels which had no explanation just names like Extended Package. She couldn’t explain it and kept getting the same channels in different groupings. I said, very politely, “I don’t understand your explanation, is there someone else who can explain it to me so I will understand it.” She replied: “You’re stupid.” Then she hung up.
–Submitted by: Elaine B.
- “You’re not following our process.” Sadly, this was said to a customer by one of my own CSRs. This was a wake-up call for sure.
–Submitted by: Drew J.
- “I’m sorry, but that’s our Policy and I’m not connecting you with my supervisor.”
This reply is anathema to the reason for customer service — to serve the customer (the person with the $$$ they want). I could care less about their policies. My policy is that I don’t do business with companies that don’t treat me with respect and give me value for my money. If something doesn’t work, then just fix it. If you don’t know – then say “I don’t know, but let me find out for you.” Companies are run by humans and humans make mistakes. I don’t judge them badly because they make a mistake. It’s how they resolve the mistake that matters.
–Submitted by: David G.
- Can you believe this interaction? Here’s the story: In our large grocery store, I asked about the cinnamon buns that were in the sample dome. The employee I asked said that they were very fattening and I could do with losing some weight!
–Submitted by: Andrew F.
- I explained to a DELL rep that I had 12 new laptops that would not power on no matter what I did. His answer to me was “What do you want me to do about it?” I said excuse me? He clarified by saying “if they don’t power on I can’t trouble shoot them and if they aren’t powering on it has to be something you did to them that made them not work.” I still have nightmares.
–Submitted by: Liz M.
- “You will have to go online to and fix this.” I replied “Seriously? I am talking to customer service – a real live human being and you can’t do a thing for me? “Yes ma’am, you need to go online to do this.” So I asked her, “What, exactly, do you do?” Silence.
–Submitted by: Shelly S.
- It’s not our fault that you have this problem – it’s yours.” (Big Insurance Company in the UK)
–Submitted by: Ian T.
- I’m still fuming from my experience with Travelocity/ABC Airline this morning. Woke up sick as a dog, needing to catch a flight at 7:00. I’ve probably booked one hundred flights with Travelocity and I have always paid the $20.00 insurance if changes ever come up, including unexpected illness. I have never actually used this insurance but was happy to have it until I was told from ABC Airline: “I’m sorry, there’s nothing we can do for you.” And, then again from Travelocity, “I’m sorry, there’s nothing we can do for you.” Lesson learned. Don’t buy Travelocity’s insurance. Or, better yet, avoid Travelocity.
–Submitted by: Anonymous
- Is this stupidity or lack of caring? The story: A pharmacy CSR refused to authorize one of my meds. When I told her I had been waiting 2 weeks and explained the effects of not having them, she said ”maybe you should see a doctor about these new symptoms.”
–Submitted by: Denise C.
Most of these problems are centered around the same concern which is that the customers needs were not met. A customer with a complaint is generally just looking for a solution to their problem whether they are returning a product or have a complaint about a service. By listening to the customer intently and finding out exactly what is wrong, the customer is then on your side. If your primary concern is to make sure that customer is happy, most of the time the customer will recognise that and will be suggestible to other options. If dealt with correctly you will also strengthen the relationship between the customer and the company.
Always aim to please your customer, if not, you will not only lose them, but as displayed here they may spread the word that your company does not care about its customers.
For examples of customer service, Click Here. This is Sky Customer Services who generally are known to uphold high levels of customer services. The average call time is approximately 10-12 minutes
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