How to Lose a Customer (and your business) Over 8 Dimes

One of the top reasons customers state for leaving a company is a problem was mishandled.  Frontline employees need to be trained to respond to problems with a sense of urgency and to do everything possible to satisfy a customer.

Yesterday I had lunch with my sister, and we experienced a little issue with a discount. The situation could have been easily handled in like 2 seconds. But the restaurant employee just wasn’t equipped to handle exceptions. Watch this video and learn what NOT to do when it comes to customer problems.

Note: Two months after I recorded this video, the restaurant went out of business. They had a strong reputation in our community for delivering poor customer service. No doubt, customer service was a part of the reason they no longer exist. Customer service matters.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

2 thoughts on “How to Lose a Customer (and your business) Over 8 Dimes

  1. Over the weekend my sister told me that this restaurant has gone out of business. They had a strong reputation in our community for delivering poor customer service. No doubt, customer service was a part of the reason they no longer exist. Customer service matters.

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