Page 59 - Warwickers Customers Count vflip2

WHY DO 59 businesses give bad service? • They don’t think it matters CUSTOMER SERVICE • They know their customers and think they give good service but they don’t ask them. • They don’t care about the customer – it is all about them! • They live in silos and don’t collaborate or communicate with others. • They are in B2B it is not relevant. • They are too internally focused. • They are in a growth market and too profitable to care. • They know ‘it’s a great product it sells itself’. • They don’t do feelings (or experiences). • They believe it is a cost centre that impacts profit margins and shareholder value. BAD SERVICE • They say it is the systems fault. • They say it is all about them not about us. • They feel management (Them) don’t care enough about the problem to solve it. • They don’t think through the consequences of their actions from a customer perspective. • They don’t hire and train with a service mentality. • They don’t engage their employees to want to give great service. • They don’t recognise employees who do give great service. • They do care but they are having a bad day! • They find excuses!