Bad Customer Service? You’re toast!

Everybody involved in business, whether it be sales, customer service or operations knows the old adage, “A satisfied customer will tell one person while a dissatisfied customer will tell ten.”  It’s an old adage that needs updating.  Today, with the internet and inexpensive video technology a dissatisfied customer can tell literally millions.

Here’s a great example of how one dissatisfied customer, with good reason, has passed on his bad customer service experience to millions of viewers over the Internet.  Here’s the back-story:

His Taylor guitar (estimated value = $3500) was damaged by United Airlines during a flight.  After several frustrating months dealing with United’s customer service department and trying to get them to pay for the damages he decided to make a video describing his experience and to post it on Youtube. They supposedly told him, “Good Luck with that.”  Here’s the video.  It’s a good one.  Enjoy!

No business wants something like this on Youtube, much less have it seen by millions of people. To prevent this every business needs to ensure their customer service functions are top notch. Here’s a start:

Tagged as: business, Customer Experience, Customer Service, Sales