Instead, Frontier followed the protocol and said something like: “We understand how an unexpected delay caused by weather can be stressful for a parent and our goal is to help passengers get to their destinations as quickly and safely as possible.” This message can hardly smooth out nasty feelings and perfectly demonstrates how poor customer service looks like. Guess what was the organization’s reaction? Nope, they didn’t apologize or take responsibility for the mishap. ![]() After such an unpleasant experience, the clients decided to make a complaint to the Frontier airline company and to the news. Fortunately, one of the kids borrowed a phone and messaged their parents.īut the problems didn’t stop there. No wonder, the parents were freaked out and furious about the situation. The staff at the Orlando airport was unhelpful and couldn’t provide any updates. But no one told them if the kids were safe, brought to the hotel, and who accompanied them. They found out later that the flight had been diverted. They were cluelessly waiting at the Orlando airport with no idea about the whereabouts of their children. Why do we call it an example of bad customer service? Well, the Frontier company didn’t consider it necessary to care for the children’s parents. So, from the clients’ safety perspective, everything was done just right. But don’t panic, the attendant took care of the kids and stayed with them in a hotel for the night. When the weather turned bad, the Frontier airplane had to change its course, landing in Atlanta. Two unaccompanied children, 7 and 9 years old, were on the flight to Orlando returning from their grandparents. Thoughtlessly following the protocol while it only makes things worse But if they say “No”, please, let them go. So instead, offer your product or service in a friendly way, mention how a prospective customer can benefit from it. Do you need that?Įven if you sell insurance and this potential client of yours may indeed one day regret not buying your service, you should not ever threaten or scare them. Moreover, there is a possibility that after a while, when a person calms down, they will refuse the service anyways and leave a bad review. And it will definitely not increase customer loyalty or satisfaction. Having bought your product out of fear, they are unlikely to associate your company with pleasant emotions. Takeaway: use positive emotions instead of fear Manipulating a person’s fear for their or their loved ones’ health is just mean. Needless to say, this tactic did not in any way motivate Lucy to go back to that clinic. In the next episode, an ophthalmologist from the clinic will burst into the apartment and gouge everyone’s eyes out with the phrase, “We warned you.” The whole message behind these mail attacks is that by ignoring them the woman is risking her daughter’s health.įor me, it sounds like a scene from a horror movie. What’s worse, the longer she does nothing, the more irritating letters she gets. ![]() Fortunately, the little girl turned out fine but for several years now, Lucy has been receiving emails telling her that she must bring her daughter back for a checkup. Once she took her youngest daughter to get her eyes checked. Lucy Thorpe, a digital marketing specialist, shared this story of bad customer service. Threatening a client that something bad might happen if they don’t buy your service More and more people abandon the brand, and consequently, the business is gradually dying. So each time you lose one client because of bad customer service, multiply this number by at least 9.Īnd then if you do nothing about it, things get only worse (ha, that’s what my dentist says about carries). And around 13% will tell more than 20 people. The problem is that an average dissatisfied customer is going to tell between 9-15 people about their bad experience. Okay, you got it.īut what’s so horrifying about losing a customer or two? Companies around the globe lose and find thousands of clients on a daily basis. ![]() Losing the former leads to losing the latter as well. What consumers want when things go wrong by Customer Rage Study (2017) How can bad customer service actually damage your business?Ĭustomers equal money.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |