Unusually bad customer service destroys a business
Customer service is the foundation of almost every industry. The best rule of thumb is the Golden Rule principle. If you aren’t familiar with this principle, read what Wikipedia has to say to get a basic meaning. (http://en.wikipedia.org/wiki/The_Golden_Rule)
One of the most insane communication exchanges I have come across today, is between two parties involving customer service. The worst form of customer service magnified I believe I have ever read.
To fully understand what this post is about you must go to this link and read it thoroughly to comprehend the complexity of the situation.
Here’s the link:
This exchange of verbal abuse was wrong on so many levels that I’m not surprised about the outcome. Complete and utter destruction of a business. I’m not sure I wholeheartedly agree with the guy who owns Penny Arcade to post the private exchange between the two parties, except that Dave did request help. I’m not sure that I would have posted the information, but I would have taken some action to try to correct the wrong that was done to the consumer, especially if it was someone I knew and it could create an effective change.
Anyone have any thoughts about what transpired? What would you have done if you were the customer?
Thanks for taking a look at this post. I’m sure it will serve as a reminder to all of us how NOT to treat another human being.
Here are a few other related links to check out. It might be worth a look to see what others have to say about such an incident.
- Penny Arcade Publishes Transcripts Of Customer Service Blunder (pcworld.com)
- UPDATE: Penny Arcade Smacks Down Shady PR Dude (escapistmagazine.com)
- Ocean Marketing vs Penny Arcade: An Epic PR Failure and an Email Thread That Ruined Repute (ibtimes.com)
- The internet strikes back, N-Controller has fired Ocean Marketing (digitaltrends.com)
- Avenger PR Man Becomes Cooperative After Holding Twitter, Email Accounts Hostage (1up.com)
- The Golden Rule Of Customer Service (forbes.com)
- Here’s a tip: almost half find customer service on the nose (smh.com.au)
- Integrating Customer Service Into Your Social Media Marketing Strategy (edelman.com.au)
- Bad Customer Service? Blame the Bosses’ Bad Policies (dailyfinance.com)
- Do You Have a Vision for Customer Service? (customerthink.com)
- Customer Service, Customer Service, Customer Service (forbes.com)