“It takes 12 positive experiences to make up for one unresolved negative experience,” says Ruby Newell-Legner. What exactly do you think is a long-term impact of a bad customer service? The poor experience of a customer is much more expensive than you think. Gen Y are multi-channel users these days, they are using more channels to communicate. If they come across a bad service they will counterblow. They will not spare your company from spreading bad word of mouth through different channels including social media, which means negative advertisement free of cost. And for their inappropriate experience, customers will switch business as well.
Companies who want to stick in the market for a long haul, they first need to overcome the root causes of bad customer service and provide utmost quality to their customers.
“News of bad customer service reaches more than twice as many ears as a praise for a good service experience,” says White House Office of Consumer Affairs.
The infographic from ClickSoftware below, will give you an idea of the substantial expenses of bad customer service.