So, if you follow me on twitter… you’ll have noticed, that a company has ‘fobbed’ me off recently.
Have to admit, extremely disappointed with the whole experience of their so called, ‘customer service’.
Bal, who are they?
Yep – the ones who sell GAMEs.
Bal, what happened?
Basically… we went in there for some advice. Cut the long story short… we were mis-sold an item. It was an activation code for a games console.
When I rang their customer service, and emailed them – they’ve just ‘fobbed’ me off. Nothing they can do. We can’t exchange. Nothing we can offer. The usual…
What disappoints me the most is, they didn’t even try to make it up to me.
They didn’t even ask me for the details… They didn’t even try. That’s the worse thing about it. Not. Even. Trying.
Well.. guess what, they’ve lost a customer.
Not one customer. Several customers. My family. My friends. My blog readers. And.. many more.
It did make me think about the Enterprise advert… remember this?
How should customer service be?
That’s right- the power of customer service should be turning that frown, upside down!
Make the customer happy. They parted with hard earned money… and if they’re not happy… do what you can to keep them on side.
Have them on side – they’ll part with more money.
Don’t… and guess what, you’ll lose them.
Can I be the first customer they’ve done this to? – Probably not.
So let’s look at their share price…
Well…. look at that. Like most high street stores – share price has drastically dropped from January 2015 to July 2017… then just slowly decreased to date… (today it’s at 25).
I reckon… their poor customer service must play a part in their decline. Obviously there’s other factors… but poor customer service = less customers. Simple.