One of the worst things about bad customer service is the fact that 96 percent of the time the customer will not file a complaint. At face value this does not seem like a bad thing, less complaints means less for service representatives to deal with. Ninety-one percent of those who don’t complain won’t come back. ^[i] It seems that they just quietly decide to patronize another company. Unfortunately, it is not that easy, the slighted customers are still complaining, they’re just complaining to other customers and prospects.

From previous blog posts, you know that (1) for every poorly served client, you’re handing him/her over to a competitor and (2) the costs of bad customer service can be astronomical.

How ‘herding’ makes a bad situation worse

Continue reading ‘Bad Customer Service Made Worse With Herding’