Can a Kink in the Chain Ruin Your Link to Great Customer Service?

I just read an article about a customer’s bad experience at Best Buy titled “Will Best Buy’s Horrible Customer Service Sink Samsung?” Because of the bad experience, the author now has a bad impression of the company in general – and wasn’t afraid to write about it! However, many people commented online about what a great company Best Buy is.best_buy_edited[1]

Obviously, the issue of bad customer service has to do with WHICH Best Buy and WHO exactly works there. For example, at the Best Buy near my home, I’ve had similar bad experiences to those of the article’s author: employees are hard to find; when you do find one, they seem disinterested and in a hurry; when they go seek out an answer, they don’t return! My bad impression of Best Buy is now to the point where I will do anything but shop at my local store. A friend of mine, who lives in Salt Lake City, Utah, told me that he, too, has had similar bad experiences at his local Best Buy. However, many people have had wonderful experiences at THEIR local Best Buy.

It intrigues me that people can have such a wide range of experiences within the same chain of retail stores. Why does this service discrepancy happen? Does each store manager determine his own rules regarding customer service? What other decisions do managers make independently and haphazardly?

AND here’s the real problem: This BAD customer service reputation of one store affects my opinion of the entire chain. And if this is true for me, it’s true for many others! Potentially, that’s a whole lot of people.

Should you be concerned if one of your customers has a bad experience? What should you do if you suspect a customer is angry? Do you simply let them leave?

Strategies that Turn it Around:

1. To prevent customers from leaving angry, continually get feedback from them — surveys, focus groups, comment cards, talk to them — do them all!
2. As soon as an employee thinks a customer is upset, he should immediately inform the manager — preferably, BEFORE the customer asks.chain-kink[1]
3. The manager should then take the customer to a private area and LISTEN to the complaint — without interruption. (Most of the time, the customer simply needs to vent – to get it all out.)
4. The manager then empathizes with the customer and offers solutions until the customer is satisfied.
5. If the customer is still not satisfied, apologize again and suggest a competitor’s store — without any sarcasm.

Remember: One BAD kink CAN cause a customer to form a bad opinion of your entire chain, organization, or franchise.

What do YOU think a big chain store should do to provide consistently great customer service? Please share your thoughts below.

7 Responses to “Can a Kink in the Chain Ruin Your Link to Great Customer Service?”


  1. 1 Kaotic Wholesale Sunglasses April 17, 2013 at 11:18 pm

    Excellent site you have here.. It’s difficult to find good quality writing like yours nowadays. I truly appreciate people like you! Take care!!

  2. 3 reputation management May 2, 2013 at 11:03 am

    Hello my family member! I want to say that this post is awesome,
    nice written and include almost all significant infos.
    I would like to see more posts like this .

  3. 4 loan consolidation June 19, 2013 at 4:36 pm

    It’s a shame you don’t have a donate button! I’d definitely donate to this excellent blog! I suppose for now i’ll settle for book-marking and adding your
    RSS feed to my Google account. I look forward to fresh updates and will talk about this website with my Facebook group.

    Chat soon!

  4. 6 Profit web system review July 29, 2013 at 3:43 am

    That is really fascinating, You’re an overly professional blogger. I’ve joined
    your feed and stay up for looking for more of your fantastic post.
    Additionally, I have shared your site in my social networks


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s




About Barbara

Visit barbarakhozam.com to learn more about Barbara, her program topics, and how you can book Barbara as a guest speaker at your event.

Learn More

Download a Free Chapter from Barbara's Book

Archives

Connect with Barbara

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 1,537 other followers

Recent Tweets

Error: Twitter did not respond. Please wait a few minutes and refresh this page.


%d bloggers like this: