At the present time, it is believed that the growth of a business depends on two major factors that are:
- The reliability of products.
- The quality of support service.
Both these factors are highly important for the fate of the business. However, sometimes companies solely put their focus on manufacturing attention-grabbing products in order to attract new customers. Owing to this, the quality of support service gets hampered, which, in turn, affects the existing customer base.
The influence of bad customer service cannot be overlooked because it can put the brakes on business growth. To prevent the negative consequences of lousy customer service, business owners generally avail call centre outsourcing services from a reputed vendor.
What are the major negative consequences of providing bad customer service? Go through the following pointers:
1. A tarnished reputation
For any business owner, building the brand image is extremely important. It is so because people generally want to be a part of a reputed company. Do you know which thing can ruin the business’s reputation in no time? ‘A continuous deliverance of bad customer service.’
According to recently conducted surveys, 88% of potential customers don’t make a purchase decision after seeing so many negative reviews about the company. This isn’t good for the business’s overall health.
Furthermore, 54% of angry customers talk about their unpleasant support experience with other people, which, in turn, leads to negative WOM.
So, if you want to keep your business growth secured for a long period of time, never disappoint customers when they are in need of reliable support service.
2. Reduced customer lifetime value
Do you know both business growth and customer lifetime value go hand in hand? And a drop in CLV (customer lifetime value) simply means losing the momentum of ongoing success. The factor that can keep the CLV stable or high is continuously offering impeccable customer service.
However, it is very difficult to offer prodigious customer support round-the-clock, and that’s why most of the business owners avail call centre outsourcing services from reputed vendors.
As revealed by the latest industry reports, 9 out of 10 of customers show more interest in buying products after getting a stupendous support experience. This can really boost the chances of business expansion.
All in all, it is imperative to understand that lousy support service can affect the relationship with customers.
3. Employee turnover
A bad customer service makes a negative impact on all the areas of business. The reason why we are saying this is that poor support service not only affects customer relationships but also invites the hassle of employee turnover.
How can low-quality customer service lead to employee turnover? Well, the major reason behind that is whenever the company shows its back on customers at the time of need, it makes employees feel that they are working for a wrong organisation, thereby, the problem of turnover takes place.
Henceforth, if you want to keep your business safe from the negative consequences of rendering bad customer service, join hands with a renowned specialised service provider.