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Bad Customer Service: Examples Of Bad Customer Service

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The Customer Focused Entrepreneur Hates Bad Customer Service

The customer focused entrepreneur (or custompreneur as I call them) is focused on helping the customer to get the best possible experience from any contact with the company.

That means that the custompreneur must have a focus on and commitment to customer service excellence.

Unfortunately there can be a difference between intentions and results.

I am sure that no business deliberately sets out with the goal of providing bad customer service but that is what we experience day in, day out.

Often this is because business doesn't see the service from the customer's point of view.

Many companies are under the illusion that what is easy and convenient for the business and its staff, is also good for the customer.

But we know different.

We are on the receiving end so this is your chance to educate companies about what bad service really is.

So if you have a funny story to tell or you feel like a rant (no bad language) then this is your chance.

Which Industry Do You Think Provides The Worst Customer Service & Experience?

Sometimes bad things happen so no one is immune from customer service problems but which industry do you find has the worst attitude and service to customers?

Who do you think concentrates on their own interests and cares little about customers' well-being?

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What "Customer Service" Habit Drives You Crazy?

Is there one thing that always seems to tip you over the edge from a reasonable person to someone looking to get even?

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Did I Miss A Habit That Makes You Mad?

I sure I missed something really obvious so give me a nudge and remind me.

submit
  • Reply
    Al & Wendy Dec 17, 2010 @ 3:58 pm | delete
    The "authorized dealer" of parts for one of the well-known makers of DLP-style televisions refused to provide a refund after saying they would with bogus reasons that were refuted on four separate occasions. First it was "it wasn't the original box", then it was "it was just in a plastic bag", then it was "it did not have the original packing styrofoam", then it was "it cannot be resold because something is rattling inside it". The rattling turned out to be the screws used to tighten down the part. This company is FOX INTERNATIONAL. Avoid them at all costs.
  • Reply
    mgassistant Nov 14, 2010 @ 1:23 am | delete
    Very useful lens :)
  • Reply
    Gary Berlin Oct 20, 2010 @ 1:04 pm | delete
    Warning: Avoid Allegiant Airlines if at all possible. The worst example of 'customer service' that I have ever encountered. They were dishonest with me, and completely unwilling to show any flexibility regarding an issue where that could have been done. After many attempts to talk to a cust. svc. rep, I was finally forced to write a letter, which I did. I was very appropriate, stuck to the facts, and after five weeks, received a call from a person who showed no interest in understanding what happened to me. I strongly advise anyone thinking about flying on this airline to do everything possible to find an alternative.
  • Reply
    Chris Aug 2, 2010 @ 2:10 pm | delete
    The Customer Service at my local gym is so lazy, rude and just downright shoddy, I've written a blog about it. Partly to share with the world how bad they are, and partly for my own sanity. If we can all have a laugh about it, it almost seems bareable!
    http://ihatethecretinousgym.blogspot.com/
  • Reply
    Beverley Steyn Jun 25, 2009 @ 4:13 am | delete
    Dear Sir or Madam, Please can you help me. its to do with my Sony Hi-Fi to which I took in to Mastercare on the 18th March 2009. to which I was toldit would take 10 working days, and if the cost was over R400.00 they would phone me.I went back to mastercare, to find that they had moved,did not tell us that they were moving. For when we found them the two girls at the desk were not interested in helping us.When we did get help, we were told nothing was done and the guys name is Monty is doing the job, but we will phone you.Well Im still waiting for that call. I have phoned so many times and been put on hold, then told leave your name and number and we will get back to you ,and Im still waiting.Igot hold of a chap called Travis Conn he gave me his Email address and cell number to which is tconn@mastercare.co.za cell 0725929909 .I f I have heard twice from him Im lucky.Please can you help me in this matter. It is a Sony Hi-Fi,model HCD-N555AV.Serial number 5002347. Regards Bev Steyn
  • Reply
    smd12 Nov 23, 2008 @ 9:19 pm | delete
    Dr. Heru Shango of the Bronx, NY

    Anonymous said...
    Dr. Heru Shango of the Bronx, NY is a fraud, his juices are nothing more than simple mixture of ginger and lemon and all spice. Age old recipes for removing toxins, this is nothing new. His product is nothing new. He charges outrageous prices for these juices that you can easily make on your own with a juicer and a book on basic nutrition and food properties. I have found him to be extremely unprofessional, not timely in his delivery of product and overall a person looking to take advantage of others. I have been foolish in not researching his credentials to see if he has any license to practice as a natural doctor. From his responses to easy health questions, I surmise that he is not that well studied. He advised things that are counter productive for my condition. This is not a matter of opinion or a natural choice versus a traditional doctor's advice, the example that I speak of was just blatant ignorance and the advice given was so far of the mark, I was shocked. After asking several more questions on various health topics, that he had no answer for or tried to belittle me for not knowing the answers, I decided to no longer do business with this witch doctor. This was the last straw after dealing with his unprofessional and difficult personality. Do not trust your health to this man! Anyone bottling juices from their home (with no health standards or regulations to adhere to) who does not have a label with ingredients and will not share what is in the cure (what about food allergies)is not someone who you should be taking drinks from. Who knows what is in the cool aid, he could very well be Jim Jones.
  • Reply
    Pepe Mariano Jr. (PH) Nov 23, 2008 @ 12:32 am | delete
    Well I believe a bad customer service is... Not giving a genuine concern to a customer well-being and doesn't have a sincere desire to help or solve customer's problems.

    And if a customer is *dumb* or *stupid*, customer service must serve them POLITELY and with RESPECT. Treat them like your "boss" and always offer additional service.

    There is a lot of bad customer service. But the main idea of having a bad customer service is when you don't get what you really need to solve your problem. And sometimes solving a problem uncover another new problem. So it is hard to tell when is the bad customer service happened, or if the customer service provide a good service or not.

    But some customer service is really bad service, and there is another reason for that.

    That's all I can add.
  • Reply
    Scott Timmons Oct 19, 2008 @ 8:35 am | delete
    When they pass the buck and make it my problem to make contact-- trying to wear us out-- this to me is the most annoying
  • Reply
    Your_Profit_Coach Feb 25, 2008 @ 9:00 am | delete
    Your wish I my command. I have added the Adsense on a website point as you clearly feel strongly about it.
  • Reply
    Cornelis Feb 25, 2008 @ 8:51 am | delete
    All these useless add from google
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Please Get Involved By Sharing Your Stories About Bad Customer Service

This page will be must better when people start sharing their examples of bad service so please get involved.

Make sure that you cast your vote and then tell a little story. I am sure that you have been on the receiving end of bad service.

It only takes one person to start the ball rolling and it would be great if it was you.

This page is receiving regular hits so people are interested in finding out about bad customer service.

I encourage you to take part in the surveys and to tell a little story where you received bad customer service, what you expected and what could have been done to recover the situation.

Bad Customer Service - Retail

Do you have stories of bad service from retail businesses?

Please describe the problem, what happened and how you would have liked to be treated.

Don't name the company, no matter how much they deserve it. Neither you or I want to be taken to court.

I want this to be a learning experience rather than a general gripe so it is constructive criticism that I am after.

submit
  • Reply
    Donnovan S Jun 15, 2011 @ 6:50 pm | delete
    I wrote a book about this, The Way You Make Me Feel ... it is interesting how the feelings of the customer is often forgotten by those in customer service roles.

    http://www.iuniverse.com/Bookstore/BookDetail.aspx?Book=340969
  • Reply
    Gary Berlin Oct 20, 2010 @ 11:43 pm | delete
    Allegiant airlines has the most pathetic cust. svc. dept. I have ever encountered. They make excuses, don't accept any responsibility for their part in the issue, and refuse to validate or acknowledge the customer's complaint. As a student of cust. svc., I have done analysis for many years of companies big and small, and Allegiant has the #1 spot by far for being clueless...If anyone would like details of my interaction with them, please request at gberlin1@cox.net..........for now, I say: STAY AWAY!!....Gary
  • Reply
    Chris Jefferies Nov 19, 2009 @ 6:41 am | delete
    I was thinking about ordering a new office PC and was taken in by Dell’s offer of a £75 Google AdWords voucher, which would have really helped with my start-up company’s fledgling marketing campaign. My only reservation was the delivery time, so I rang up Dell to find out more. Mistake. Their customer service operative persuaded me to stay on the line and complete my order over the phone. This meant he could fast track my order. This took the ordering process out of my hands, as he filled in the form at his end. I was then pressured into rapidly reading the invoice that he e-mailed to me before completing the order. I was still happy, because I thought I was getting a good deal.
    One week later, the computer arrives and there is no mention of the Google AdWords voucher. So I ring up to ask about it, and the very same customer service operative points out that the voucher was not included on the invoice. In my haste, I had not spotted this on the invoice, but more importantly, he had not asked me if I wanted it or not.
    This voucher is a free extra, so could I get one sent out anyway?
    Not a chance. However, sir, if you were to order another Dell computer, you would get a voucher then.
    That’s hardly the point – I should have been offered it in the first place.
    If customer service operatives want to take the ordering process out of my hands, I wish they’d be more thorough with it. There are dozens of things to remember when ordering a new PC, and not being able to see the order form from you end doesn’t exactly help. My advice would be to stick with online order forms, wherever possible. That way you can always be sure you are getting what you want and aren’t being shortchanged.
  • Reply
    Barbara K Jul 30, 2008 @ 7:56 am | delete
    My Mistral Washing Machine is not working the way it should so I rang Mistral's Consumer hotline on the 18 July 2008 & was given a job number & was told it would be 14 Days untill someone would come to fix my Washing Machine it is now the
    30 July 2008 & I am sill waiting for them to send repair man to fix my Washing Machine that still has 1 year left on its 3 year Warranty.
  • Reply
    Your_Profit_Coach Mar 3, 2008 @ 2:15 am | delete
    I went to the supermarket yesterday and got there about 10 minutes after they opened.

    Unbelievably the trolleys were chained up leaving some customers to stand around in the cold while others decided that if they wanted to limit our purchases to a hand basket, then that's what they could do.

    This was a clear case of either not having or not applying a store opening checklist.

    In the bigger scheme of things, it probably didn't affect their takings much because I did see trolleys in the store later, but it irritated me.
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Bad Customer Service - Retail Services

Do you have an interesting story to tell about bad service from Retail Service companies eg hotels, restaurants, dry cleaners etc.

submit
  • Reply
    Francias Jun 7, 2009 @ 1:52 am | delete
    When i entered This Fashion retail store i was greeted by the sales person, i greeted in return and proceeded to shop for my own clothes. After a few minutes, there is this sales person who came with a hanger of clothes and trying to hard sell me the clothes. I thank him for this effort and mentioned that i will look around myself.

    He went away for a moment and returned swiftly with another range of clothes, saying i should buy this and that. Annoyed by his by the bad service, i left the store, not hoping to step in the store again.
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Bad Customer Service - Financial Services

Do you have an interesting story to tell about bad service from Financial Service companies eg banks, insurance companies, investment companies etc.

submit
  • Reply
    Your_Profit_Coach Feb 29, 2008 @ 6:37 am | delete
    Time for a little rant about an insurance company.

    I receive a letter reminding me to pay but i haven't received the policy renewal documentation. I call, press all the button options and wait and wait...

    No response. Decide to write (as there is no convenient email address) asking them to resend documentation.

    Today I receive a letter saying that if I do not pay by 26 February my insurance will be cancelled. Today's date? It's February 29th.

    Don't you just love these financial service companies?

    Where am I now? I don't know. I have decided to write to them again because waiting and waiting on the telephone ruins my mood and transfers to other areas.
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Worst UK Banks 2010

According to research by Nunwood, the worst banks in a consumer survey are named below.

Nunwood asked 5,500 customers to rate their best and worst experiences and ranked 163 different businesses (the posittion of shame is in brackets).

Congratulations go to Amazon, First Direct (a bank), Waitrose, Marks & Spencer and John Lewis for coming out on top and provide the BEST customer experiences.
  1. Royal Bank of Scotland (155)
  2. Santander (150) - used to be known as Abbey National
  3. Alliance & Leicester (132)
  4. Halifax (111)
    Barclays (111)
  5. Lloyds (102)

Worst UK Insurance Companies 2010

More research rankings from Nurwood.
  1. Hastings Direct (162)
  2. Diamond (157)
  3. Endsleigh (147)
  4. Privilege (144)
    Admiral (144)
  5. Churchill (132)

Bad Customer Service - Internet Businesses

Do you have an interesting story to tell about bad service from Internet businesses?

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  • Reply
    newtonzapple Apr 30, 2010 @ 12:57 pm | delete
    Ahhh?British Customer Service at its Very Best!!

    I know you'll think I made this up, but trust me - it's all true! If you think the art of good customer service has gone the way of the red squirrel, do not despair, you simply haven't met Stuart!

    I recently moved house and had a bunch of stuff to get rid of and thought I'd be clever and do my part to make the world a bit cleaner and greener. I contacted my local online freecycle community. Unfortunately, I had a spot of trouble with the registration process.

    Not to worry ? I'll simply contact the ?we're here to help? moderator, Stuart. (Little did I know at the time, but I suspect that Stuart may actually be Jeremy Clarkson performing some undercover community service as payment for one too many speeding fines!) Stuart has an interesting interpretation of English grammar and potentially a pathological fear of full stops; nevertheless he is committed to providing the type of quality customer service we've come to know and love from white van men across the British Isles.

    Anyhoo?.the saga begins?

    ----- Original Message ----
    From: newtonzapple@yahoo.com
    To: freecyclechippenham-owner@yahoogroups.com
    Sent: Thu, 29 April, 2010 9:36:15
    Subject: problems registering

    hello,
    I received an email saying I have been rejected from this group. Can you please tell me what I need to join? I am moving house soon and would like to offer many household items on freecycle.

    -----Original Message-----
    From: Chippenham Moderators [mailto:chippenhammods@yahoo.co.uk]
    Sent: 29 April 2010 11:15
    To: newtonzapple@yahoo.com
    Subject: Re: problems registering

    Hello there
    If you received the rejection message, then you did not follow the instructions sent to you in the 'File - Welcome Message' email, if you had indeed read this email it would have told you how to join, also in the rejection message it tells you why you were denied membership in the first paragraph under "reasons why" so on 2 occasions you have not read the messages and this says to us that you would not read any of the important messages that the moderators/owners send out from time to time which are for your benefit and guidance and most importantly the rules that get sent out for your guidence, you would not read them and for which if you were to break the rules after we'd sent you an email which we told you about it but you haven't read it, you could well be banned from the site all together, so you see how important it is to read the emails sent to you.

    If you still wish to join then please reapply and follow the instructions in the welcome message.

    Regards
    Chippenham moderator (Stuart)

    ----- Original Message ----
    From: newtonzapple@yahoo.com
    To: Chippenham Moderators <chippenhammods@yahoo.co.uk>
    Sent: Thu, 29 April, 2010 12:19:24
    Subject: RE: problems registering

    Dear Stuart,
    What a grumpy response to a legitimate question.

    Thanks, but no thanks; I'd rather join a religious cult than belong to a group with such a miserable patronising git as its moderator.
    s
    -----Original Message-----
    From: Chippenham Moderators [mailto:chippenhammods@yahoo.co.uk]
    Sent: 29 April 2010 12:39
    To: newtonzapple@yahoo.com
    Subject: Re: problems registering

    well what do you expect if an email was already sent to you saying how to join
    Regards from
    A Patronising git
  • Reply
    newtonzapple Apr 30, 2010 @ 12:54 pm | delete
    Ahhh?British Customer Service at its Very Best!!

    I know you'll think I made this up, but trust me - it's all true! If you think the art of good customer service has gone the way of the red squirrel, do not despair, you simply haven't met Stuart!

    I recently moved house and had a bunch of stuff to get rid of and thought I'd be clever and do my part to make the world a bit cleaner and greener. I contacted my local online freecycle community. Unfortunately, I had a spot of trouble with the registration process.

    Not to worry ? I'll simply contact the ?we're here to help? moderator, Stuart. (Little did I know at the time, but I suspect that Stuart may actually be Jeremy Clarkson performing some undercover community service as payment for one too many speeding fines!) Stuart has an interesting interpretation of English grammar and potentially a pathological fear of full stops; nevertheless he is committed to providing the type of quality customer service we've come to know and love from white van men across the British Isles.

    Anyhoo?.the saga begins?

    ----- Original Message ----
    From: newtonzapple@yahoo.com
    To: freecyclechippenham-owner@yahoogroups.com
    Sent: Thu, 29 April, 2010 9:36:15
    Subject: problems registering
    hello,
    I received an email saying I have been rejected from this group. Can you please tell me what I need to join? I am moving house soon and would like to offer many household items on freecycle.

    -----Original Message-----
    From: Chippenham Moderators [mailto:chippenhammods@yahoo.co.uk]
    Sent: 29 April 2010 11:15
    To: newtonzapple@yahoo.com
    Subject: Re: problems registering

    Hello there
    If you received the rejection message, then you did not follow the instructions sent to you in the 'File - Welcome Message' email, if you had indeed read this email it would have told you how to join, also in the rejection message it tells you why you were denied membership in the first paragraph under "reasons why" so on 2 occasions you have not read the messages and this says to us that you would not read any of the important messages that the moderators/owners send out from time to time which are for your benefit and guidance and most importantly the rules that get sent out for your guidence, you would not read them and for which if you were to break the rules after we'd sent you an email which we told you about it but you haven't read it, you could well be banned from the site all together, so you see how important it is to read the emails sent to you.

    If you still wish to join then please reapply and follow the instructions in the welcome message.
    Regards
    Chippenham moderator (Stuart)

    ----- Original Message ----
    From: newtonzapple@yahoo.com
    To: Chippenham Moderators <chippenhammods@yahoo.co.uk>
    Sent: Thu, 29 April, 2010 12:19:24
    Subject: RE: problems registering

    Dear Stuart,
    What a grumpy response to a legitimate question.

    Thanks, but no thanks; I'd rather join a religious cult than belong to a group with such a miserable patronising git as its moderator.
    s

    -----Original Message-----
    From: Chippenham Moderators [mailto:chippenhammods@yahoo.co.uk]
    Sent: 29 April 2010 12:39
    To: newtonzapple@yahoo.com
    Subject: Re: problems registering

    well what do you expect if an email was already sent to you saying how to join

    Regards from
    A Patronising git
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Bad Customer Service - Manufacturing

Do you have an interesting story to tell about bad service from manufacturing businesses?

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Bad Customer Service - Professional Services

Do you have an interesting story to tell about bad service from professional service businesses?

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Bad Customer Service - Tradesmen

Do you have an interesting story to tell about bad service from tradesmen service businesses like builders and plumbers?

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Bad Customer Service - Utilities

Do you have an interesting story to tell about bad service from utility service businesses like the electricity, gas and telephone providers?

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Worst UK Utilities 2010

More rankings from Nunwood research
  1. Npower (160)
  2. EDF (141)
  3. EON (138)
  4. Scottish Power (130)
  5. Scottish Electric (121)
  6. British Gas (119)

Do You Like This Page?

Now it is my turn.

Give it to me straight.

Do you like the page (this is just one of a series connected with customer service and the concept of helping you to be a custompreneur)?

submit
  • Reply
    Jul 9, 2008 @ 9:44 pm | delete
    Hi mate

    Nice page.

    I hate bad customer service!!!! Drives me crazy.

    What i find interesting is that it often comes from people who you would expect to be better.

    Cheers Banjo
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When Customers Fight Back...A Little Too Much

Bad customer service makes me angry and from time to time I get so mad that I want to get even.

being a nice, peaceable chap I don't go too far but try to punish them where it hurts, in their bank balance.

But as this blog posting explains from Small Biz Mentor, some people do go that one step further.
Shop Rage - Customers Fight Back
I can't encourage verbal and physical abuse but sometimes it seems to be so well deserved.

Unfortunately it is usually not the fault of the front line staff but some behind the scenes manager who makes ridiculous policies.

Bad Service Comes From Bad Systems & Processes

Bad customer service can usually be traced back to a fault in a system or process which hasn't been carefully designed to provide a consistently good result for the customer.

Dr Deming, the total quality guru, discovered that 94% of all failure can be traced back not to people but to systems.

In fact, even the people problems can be traced back to a poor recruitment process - the person should never have been employed - or a management process - the employee doesn't understand what is expected.
Cashmaps
Simpleology cashmaps are done for you best practice guides to implementing various processes, strategies and tactics.

Cashmaps are presented in the form of process maps so that they can be easily understood and implemented.

There is no point struggling with undeveloped systems when you can see what should be done. You don't even need to spend the many hours identifying your process, describing it and brainstorming improvements when cashmaps will tell you what needs to be done.

The list of cashmaps is growing at the rate of about one per week since the end of January 2009.

The Latest From My Business Coaching Blog

This is my blog where I bring you my own business development ideas for creating customer focused entrepreneurs or custompreneurs together with news and views of the Business Development Superstars.
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Customer Service Books from Amazon

Bad customer service can often come from the little things that are done badly rather than major problems.

In the survey above, staff problems - rudeness and poor training - are major causes of complaints but with the right customer service policies they can be fixed.

Here are some books from Amazon to help.
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Business Coaching Services for customer focused entrepreneurs

Your Profit Club for small business owners who want to make a profit by doing right by their customers.

Your Profit Coach is a trading name of Planning & Control Solutions Ltd, a company registered in England No 3897173
Registered office, 17 Beachburn Way, Handsworth Wood, Birmingham, B20 2AU

Copyright 2008 Planning & Control Solutions Ltd

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Your_Profit_Coach

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I am working on a project to develop customer focused entrepreneurs (or custompreneurs as I am calling them).

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