Examples of Bad Customer Service Calls: Things You Can Learn

'70% of buying experiences are based on how the customer feels they are being treated.'

Bad customer service is not just something brands try to avoid — it actively damages business outcomes. If your prospects feel ignored, or that their issue is taking too long to resolve, they will walk away and spread the word.

What Is Bad Customer Service?

Bad customer service is any interaction where a prospect or customer feels their needs are not being met, their time is not being valued, or they are being treated poorly. In 2020 and beyond, customer satisfaction is a top priority — and brands that fail to deliver risk losing customers permanently.

'62% of customers say they share their bad experiences with others' — making every poor interaction a potential public relations risk.

Impact Bad Customer Service Can Have on Businesses

1. Damaged Brand Reputation

One tweet or share on social media is enough for multiple viewers to form a negative opinion of your brand. If it's a complaint, your brand stands at risk.

2. Poor Leads Conversion

When your brand reputation is under risk and has been seen in a negative light, the chances of lead conversion become much more difficult.

3. Existing Prospects Have Second Thoughts

While new prospects will take time to trust you again, existing prospects may leave in second thoughts and reconsider their decision to invest in you further.

4. Harder to Win Over Prospects

It becomes difficult to win over prospects with your brand in a negative light. It takes significant effort and multiple promotions to get your brand back on track.

Examples of Bad Customer Service

1. Putting Company Policy Over Everything

The Walmart lego story went viral: a customer found a lego set cheaper online than in-store, and when he asked staff to match the price, they refused citing company policy. The customer was dissatisfied, the story went viral. What the brand could do: tweak company policy to prioritize the customer's needs.

2. Intervening in Prospect's Privacy Matters

Publicly announcing a declined card in a busy store is embarrassing for the customer. What the brand could do: speak quietly and convey the message discreetly.

3. Waiting Too Long on Hold

A customer who started waiting to resolve an issue found themselves on hold for 15 hours, only to have their request denied. What the brand could do: reach out more quickly or schedule a call at a better time, and acknowledge the wait with appreciation.

Expert Opinion on How to Avoid Bad Customer Service

Dr. Scott Cowley, Assistant Professor of Marketing at Western Michigan University: "Customer service transparency. The hidden policies and algorithms governing your customer service procedures aren't a competitive advantage — they are a source of distrust."

Karen Freberg, Associate Professor in Strategic Communication at the University of Louisville: "Audiences want to engage with brands who are invested in listening, engaging and building a sustainable community for the long term."

George M. Klein, Founder and CEO of Peoplocity: "Improve the communication with customers! Provide a two-way mobile channel that takes away the friction of communicating with a company."

The Bottom Line

'80% of customers say the experience a company provides is just as important as its products or services.'

With the information above, your brand stands a much better chance of avoiding bad customer service. Use callback software like LimeCall to ensure no prospect ever waits too long to connect with your team.