What happens when customer service is bad?

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This time I will use the combined results from various studies and analyses conducted by various companies and research centers: American Express, Statista, Microsoft, and Cloudfront, and collected by FinancesOnline.

According to data presented by the aforementioned company, we can say that the most common reaction of customers to bad service is to simply leave without warning.

customer reactions to bad service – customer service

Source: FinancesOnline, 2024

In my opinion, such a “departure” does not have to be indonesia telegram data manifested by literally leaving the store or hanging up the phone, but also, for example, stopping buying the brand’s products, resigning from its services, etc.

Other paths that are often combined with the previous one are switching to another brand or recommending that others avoid a given brand.

The latter is also proven by another study conducted by the Salesforce brand, which shows that as many as 62% of customers dissatisfied with service share their bad experiences with others.

customer service and sharing experiences – customer service

Source: Salesforce, 2019

All of these are definitely outcomes that your brand wants to avoid.