The Worst Customer Service
Chances are you’ve had a run in with some bad customer service at some point. While overall rudeness, impunity, or outright ignorance can make for some funny customer service stories, they often have a lasting negative impact on a company. In this day-and-age, a five-star rating means everything. Consumers constantly review their experience online and through word-of-mouth, and regular complaints follow some of the most hated companies in the world.
Poor customer service damages a company’s immediate reputation. It might result in the loss of a sale, a demanded refund, or eyewitness accounts that spread like wildfire. In the long-term, this reduces customer lifetime value and overall profits, especially in the service industry. But even companies that sell products require good customer service. No one wants to be featured as the “Worst Company in America” due to lack of service quality control.
In this article, we’ll dive into some of the worst customer service stories. Featuring some prominent industries with regular issues, we’ll tackle qualities typical of the worst customer stories and how to make sure your company avoids them. But first, let’s talk about some companies with bad customer service reputations.
Industries with the Worst Customer Service
When looking through bad customer service articles on the internet, most people search “bad customer service stories restaurant” or “horrible customers retail”. But some of the worst customer service reviews actually come from the industries below.
Picture this – it’s 11:30 pm and you’ve been waiting two hours due to an unknown delay for your flight to Chicago. No one’s informed you as to what’s going on, and there’s a line 20 people long at the counter arguing with the customer service rep. You’ve already missed your connection, and in an effort to avoid further trouble, you contact the airline’s customer service agency via phone.
Except, instead of a direct answer, you’re redirected to three different places only to be told there’s nothing they can do. Your flight has been cancelled, and although they are willing to rebook you, you’re forced to take a 5 am flight with two connections and sleep in the airport.
Sound familiar? Unfortunately, airlines are notorious for this behavior. Between overselling flights, information control, and stressed-out, overworked employees, flying can be a nightmare.
Nowadays, it seems impossible to go without internet or a phone. Unfortunately, they are some of the worst customer service companies 2018. Calling their support seems like a case of cat and mouse as you’re connected across multiple channels.
They operate as individuals, neither passing on information to the next, forcing you to repeat yourself multiple times. These inconsistencies throughout telecommunications support make for some rude customer stories.
With a name like insurance, you’d think they’d provide consistent guidance and care when something goes wrong. Instead, filing a claim is one of the most difficult customer service experiences around.
You have to contact them, wait for someone from their company to assess damages, and follow an antiquated paper trail to get anything done. After a frustrating claims process, insurance companies try to low-ball you on asset valuation. Then, at your most vulnerable, you’re left stranded searching for contractors to make any repairs before your claim expires. And finally, you have to complete more paperwork to get refunded for service.
Regardless of industry, consumers demand a better experience. Great, forward-thinking companies are starting to realize that. Others are losing customers left and right by committing some of these sins.