1.Who should be responsible for bad services?
The company's leaders should be responsible for bad service, which means they have problems managing the company. Due to their negligence, the company failed to put customer's experience atthe top of list for management. Otherwise, they fail to emphasize on the importance of adopting a good service attitude or improving the quality of service to their , which will result in a poorcustomer service experience.
2.Why do some people choose to remain silent when they receive bad services?
The deficient feedback and resolution system leads to people’s silence on bad services. Undercertain circumstances, nothing has been done to resolve problems, improve terrible services orsimply make apologies after customers reflecting on their experiences of bad services. More seriousare the cases where no channel is provided to customers to submit their complaints or safe guard their rights, leaving them no choices but to remain silent.
3.What kinds of service are bad services?
Poor service usually ignores the actual needs of customers, as a result of which they can’t solve the problems encountered by customers. Besides, some service staff may focus on buck-passing rather than take their responsibilities on customers or provide proper services when customers are in need of them. Moreover, inefficient services are also very annoying, which not only fail to help customers, but also waste them more time and energy.
4.As a boss, what would you do to prevent bad service?
The boss needs to strengthen the training of employees and establish a service training mechanism.This will help to continuously improve the quality of employees. After understanding the customer'sneeds, employees also need to strengthen their familiarity with the service content, so that they can effectively help customers solve their problems.