{"id":18067,"date":"2020-12-10T05:04:00","date_gmt":"2020-12-10T05:04:00","guid":{"rendered":"https:\/\/translatebyhumans.com\/?p=18067"},"modified":"2023-05-19T09:39:55","modified_gmt":"2023-05-19T09:39:55","slug":"6-lessons-to-learn-from-bad-customer-service-stories","status":"publish","type":"post","link":"https:\/\/translatebyhumans.com\/blog\/6-lessons-to-learn-from-bad-customer-service-stories\/","title":{"rendered":"6 Lessons to Learn from Bad Customer Service Stories"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"18067\" class=\"elementor elementor-18067\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4808ca23 tbh-interview-blog elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4808ca23\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-7b261fe\" data-id=\"7b261fe\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-64f5ecf elementor-position-left elementor-vertical-align-middle time-to-read elementor-view-default elementor-mobile-position-top elementor-widget elementor-widget-global elementor-global-32449 elementor-widget-icon-box\" data-id=\"64f5ecf\" data-element_type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor\/assets\/css\/widget-icon-box.min.css\">\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon elementor-animation-\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-clock\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\t5 min read\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3414f5fe elementor-widget elementor-widget-text-editor\" data-id=\"3414f5fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<div class=\"elementor-element elementor-element-44f8a015 elementor-widget elementor-widget-text-editor\" data-id=\"44f8a015\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>If you (and your customer service team) survived Black Friday and Cyber Monday, the run-up to the holidays probably doesn\u2019t look too bad. Well, that\u2019s until you think of the long return lines for rejected Christmas presents come December 26th!<\/p><p>According to the\u00a0<a href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">Harvard Business Review<\/a>, acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one. However, maintaining consistent customer service and retaining customers can be challenging even when it\u2019s not the holiday season.<\/p><p>This punny article uncovers six customer service horror stories and the lessons we can learn from them:<\/p><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8f0b0e4 elementor-widget elementor-widget-heading\" data-id=\"8f0b0e4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h3 class=\"elementor-heading-title elementor-size-default\">Bad servide Hertz the most<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11d22f05 elementor-widget elementor-widget-text-editor\" data-id=\"11d22f05\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-54137c2 elementor-widget elementor-widget-text-editor\" data-id=\"54137c2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>When I plan trips, I budget in about 15 minutes to pick up a rental car at the airport. Add about 15 more minutes if the airport rep doesn\u2019t speak English, or there\u2019s an issue with the car. I\u2019m sure best-selling author and keynote speaker\u00a0<a href=\"https:\/\/www.shankman.com\/peter-and-hertz-and-the-terrible-horrible-no-good-really-bad-customer-experience\/\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">Peter Shankman<\/a>\u00a0thought the same when he flew into Sky Harbor Airport, Phoenix, AZ one sunny Tuesday morning.<\/p><p>As a Hertz\u2019 gold member\u2019, he was one of the lucky ones who could skip the counter and hop right into his rental car. Unfortunately, his name wasn\u2019t on the board where it should\u2019ve been.<\/p><p>He spent nearly an hour in different lines before it was his turn to talk to a rep. Instead of apologising and making up for the lack of good service, the rep repeatedly asked Peter to go back downstairs to join another line. The conversation ended like this:<\/p><p><strong>Peter:<\/strong>\u00a0So I want to make sure I have this right: After 25 minutes downstairs, then being told to come upstairs, then waiting 30 minutes on this line, I finally get to you, and you have the power to look up my reservation, but instead, you\u2019re refusing to help me because this is the \u201cnon-gold\u201d line, and I\u2019m a gold member?\u201d<\/p><p><strong>Rep<\/strong>: That\u2019s correct, sir.<\/p><p>The rep then looked past Peter and called over the next person in line. Unbelievable.<\/p><p>Although the company sent an apologetic email to Peter the next day, it was too late. He was already cruising in a better, less expensive ride from Avis Rent-a-Car. What\u2019s more, his influence in the Customer Service industry would mean that a lot more people, like you and me, would hear about his experience.<\/p><p><strong>The Lesson:<\/strong>\u00a0Like Peter says, \u201cevery single time a business interacts with a customer, that business can either reinforce their relationship with the customer, or they can end it.\u201d Train employees to nurture customer relationships. To ensure that even if their expectations aren\u2019t met, their sentiments aren\u2019t hurt.<\/p><\/div><\/div><\/div><div class=\"elementor-element elementor-element-7f962bc elementor-widget elementor-widget-heading\" data-id=\"7f962bc\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\"><h3 class=\"elementor-heading-title elementor-size-default\">Don\u2019t Comcast a shadow on your business<\/h3><\/div><\/div><div class=\"elementor-element elementor-element-ef5e26f elementor-widget elementor-widget-text-editor\" data-id=\"ef5e26f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>Growing up in the US during the \u201990s and \u201900s, Comcast was a household name for cable, home phone, and internet services. Fortunately, I wasn\u2019t old enough to pay bills, and so I didn\u2019t need to worry about frustrated employees changing my name to something profane!<\/p><p>Comcast has often received criticism for their customer service or complete lack thereof. The most notable example is when one of their employees changed a customer\u2019s name from Ricardo Brown to\u00a0<a href=\"https:\/\/money.cnn.com\/2015\/01\/29\/news\/companies\/comcast-asshole-bill\/\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">A**hole Brown<\/a> after his wife had politely tried to cancel their cable subscription.<\/p><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e522dbc elementor-widget elementor-widget-image\" data-id=\"e522dbc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"780\" height=\"439\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/150129102551-comcast-ahole-letter-780x439-1.jpg\" class=\"attachment-large size-large wp-image-4273\" alt=\"Comcast A-hole Brown\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/150129102551-comcast-ahole-letter-780x439-1.jpg 780w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/150129102551-comcast-ahole-letter-780x439-1-300x169.jpg 300w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/150129102551-comcast-ahole-letter-780x439-1-768x432.jpg 768w\" sizes=\"(max-width: 780px) 100vw, 780px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Ricardo Brown\u2019s bill<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5eee4011 elementor-widget elementor-widget-text-editor\" data-id=\"5eee4011\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e80e862 elementor-widget elementor-widget-text-editor\" data-id=\"e80e862\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>That\u2019s not all; a Comcast customer named Mary Bauer received a bill addressed to\u00a0<a href=\"https:\/\/arstechnica.com\/information-technology\/2015\/02\/comcast-customer-says-she-got-a-bill-addressed-to-super-bitch\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\" (opens in a new tab)\">Super B*tch Bauer<\/a>\u00a0after she had a heated call with a Comcast employee. Mary had an erratic cable connection that 39 Comcast technicians had tried to fix but to no avail. Eventually, when she didn\u2019t receive a bill for four months, she called the company.<\/p><p>Although Comcast has apologised and offered various refunds and free subscriptions, these examples show that there are loopholes that allow employees to get away with acting out in this manner. This also indicates that employees aren\u2019t engaged enough to care about the company, its reputation or the customers.<\/p><p><strong>The Lesson:<\/strong>\u00a0Ensure your employees are satisfied with their jobs, are treated and compensated fairly, and are well aware of their boundaries. This will go a long way in safeguarding the quality of your customer support.<\/p><\/div><\/div><\/div><div class=\"elementor-element elementor-element-c8c158f elementor-widget elementor-widget-heading\" data-id=\"c8c158f\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\"><span id=\"elementor-toc__heading-anchor-3\" class=\"elementor-menu-anchor \"><\/span><h3 class=\"elementor-heading-title elementor-size-default\">Never Hoover your customers out<\/h3><\/div><\/div><div class=\"elementor-element elementor-element-7edc8e8 elementor-widget elementor-widget-text-editor\" data-id=\"7edc8e8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>My dad first moved to the UK in the \u201980s. As a young adult, he picked up a few terms that he uses even today. For example, his weekend to-do list still includes \u2018hoovering the carpets\u2019 even though he no longer owns a Hoover vacuum cleaner!<\/p><p>Between 1908 to the 1980s, there was only one name associated with vacuum cleaners, none other than the American brand, Hoover. Over the years, it had monopolised the market and became one of the UK\u2019s most trusted brands. But with the recession looming and new competitors entering the market, profits fell from $147 million in 1987 to $74 million in 1992.<\/p><p>Desperate to drive up dwindling sales, Hoover paired with a travel agency to offer an attractive\u00a0<a href=\"https:\/\/thehustle.co\/the-worst-sales-promotion-in-history\/\" target=\"_blank\" rel=\"nofollow noopener\">sales\u00a0<\/a><a href=\"https:\/\/thehustle.co\/the-worst-sales-promotion-in-history\/\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\"promotion (opens in a new tab)\">promotion<\/a>. For every \u00a3100 spent on Hoover products, customers would get two return air tickets to any destination in Europe. The numbers improved until Hoover decided to offer flights to the US on the same \u00a3100 purchase.<\/p><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ece334b elementor-widget elementor-widget-image\" data-id=\"ece334b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"600\" height=\"423\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/Hoover-Ad-.jpg\" class=\"attachment-large size-large wp-image-4272\" alt=\"Hoover free flights\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/Hoover-Ad-.jpg 600w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/12\/Hoover-Ad--300x212.jpg 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Ad in The Guardian, October 1992<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-729bb543 elementor-widget elementor-widget-text-editor\" data-id=\"729bb543\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3e74dce elementor-widget elementor-widget-text-editor\" data-id=\"3e74dce\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>Soon, Hoover\u2019s investment in air tickets (\u00a3 100million) far outweighed their profits from sales (\u00a330 million). Hoover, deep in trouble, took all possible measures to ensure that none of the 300 thousand qualifying customers received their air tickets. Of course, this wasn\u2019t received well, and thousands of people retaliated. Many filed\u00a0<a href=\"http:\/\/news.bbc.co.uk\/2\/hi\/business\/3704669.stm\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">lawsuits<\/a>, resulting in tremendous losses and a $72 million payout that flew about 220 thousand people \u2013 but not everyone who qualified.<\/p><p><strong>The Lesson:<\/strong>\u00a0Deliver what you promise, and don\u2019t underestimate your customers! If you do end up doing that, don\u2019t top it off by cheating them of money! Had Hoover been more mindful of the financial projections their risk managers had made, they would have realised that the promotion wasn\u2019t viable. Instead, they worked on pure assumption and proceeded anyway.<\/p><\/div><\/div><\/div><div class=\"elementor-element elementor-element-c2bef90 elementor-widget elementor-widget-heading\" data-id=\"c2bef90\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\"><span id=\"elementor-toc__heading-anchor-4\" class=\"elementor-menu-anchor \"><\/span><h3 class=\"elementor-heading-title elementor-size-default\">Don\u2019t go bacon their hearts<\/h3><\/div><\/div><div class=\"elementor-element elementor-element-5dcf5cc elementor-widget elementor-widget-text-editor\" data-id=\"5dcf5cc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>If the last few examples didn\u2019t send a chill down your spine, this one definitely will. The co-owner and\u00a0<a href=\"https:\/\/www.theguardian.com\/lifeandstyle\/2018\/jan\/03\/head-chef-gets-death-threats-over-spiking-vegan-food-claim\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">head chef of Carlini<\/a>, a restaurant in Shropshire, England, decided to post the following on a Facebook group after serving a group of diners one Friday evening:<\/p><p>\u201cPious, judgmental vegan (who I spent all day cooking for) has gone to bed, still believing she\u2019s a vegan.\u201d<\/p><p>Yes, she wrote\u00a0<em>that<\/em>\u00a0and that too in a group with 18,000 members! What\u2019s more? In another post in the same group, she also wrote: \u201cSpiked a vegan a few hours ago.\u201d This naturally took social media by storm, and the restaurant received numerous negative reviews, angry phone calls, and even some death threats.<\/p><p>The head chef eventually resigned and apologised, stating that no meat products were used in the dishes served. She said that one of the diners ordered a regular pizza that contained mozzarella \u2013 a cheese that isn\u2019t vegan. That upset her enough to write what she did on a public platform.\u00a0\u00a0Why she chose to say she \u2018spiked\u2019 the food remains a mystery.<\/p><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c8999f elementor-widget elementor-widget-text-editor\" data-id=\"8c8999f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3e74dce elementor-widget elementor-widget-text-editor\" data-id=\"3e74dce\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><div class=\"elementor-element elementor-element-d298971 elementor-widget elementor-widget-text-editor\" data-id=\"d298971\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p><strong>The Lesson:<\/strong>\u00a0Respect your customers! If you can\u2019t cater to their preferences, politely let them know. There was something clearly vengeful about how the head chef behaved. Not only was she disrespectful, but she was also okay with the consequences of serving a possible allergen to a customer.<\/p><\/div><\/div><\/div><div class=\"elementor-element elementor-element-347547d elementor-widget elementor-widget-heading\" data-id=\"347547d\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\"><span id=\"elementor-toc__heading-anchor-5\" class=\"elementor-menu-anchor \"><\/span><h3 class=\"elementor-heading-title elementor-size-default\">Lost? Go get a crew<\/h3><\/div><\/div><div class=\"elementor-element elementor-element-cda122b elementor-widget elementor-widget-text-editor\" data-id=\"cda122b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>Take a couple of minutes to imagine you\u2019re on deck, a beautiful cruise liner. It\u2019s warm, the sky is clear, and the ocean is calm. You\u2019re all set for a restful vacation spanning 15 days along the Panama Canal \u2013 until you notice that joining you is an entire construction crew hired to give your ship a facelift while you\u2019re on it (with no option to leave!)<\/p><p>That is precisely what happened to the passengers aboard\u00a0<a href=\"https:\/\/www.cbc.ca\/news\/canada\/edmonton\/norwegian-cruise-passengers-angry-1.4603237\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">Norwegian Sun\u2019s Panama Canal cruise<\/a>. Shortly after boarding, several parts were cordoned off as excessive maintenance work began. There were loud grinding and hammering sounds, with dust and debris everywhere! The fumes and particles were enough to send some passengers to the infirmary (which was later charged for.)<\/p><p>Halfway through the cruise, angry passengers gathered in the hopes that the Captain would address their concerns. Unfortunately, the meeting wasn\u2019t very successful, and there was little legal recourse available unless the claims were filed in Miami, where the company is based.<\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c9aa6a elementor-widget elementor-widget-text-editor\" data-id=\"5c9aa6a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3e74dce elementor-widget elementor-widget-text-editor\" data-id=\"3e74dce\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><div class=\"elementor-element elementor-element-fc9b662 elementor-widget elementor-widget-text-editor\" data-id=\"fc9b662\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>Instead, Norwegian Sun offered a discount of 25% on their next cruise (valid for one year).<\/p><p><strong>The Lesson:<\/strong>\u00a0Don\u2019t try to stay profitable at the cost of good customer service. Focus on providing a great customer experience. If you fail at that, at least follow it up with adequate after-sales support. Not only did Norwegian Sun fail miserably at customer experience, but their after-sales support was even worse!<\/p><\/div><\/div><\/div><div class=\"elementor-element elementor-element-9fbaf6c elementor-widget elementor-widget-heading\" data-id=\"9fbaf6c\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\"><span id=\"elementor-toc__heading-anchor-6\" class=\"elementor-menu-anchor \"><\/span><h3 class=\"elementor-heading-title elementor-size-default\">Last bud not least<\/h3><\/div><\/div><div class=\"elementor-element elementor-element-2a241d80 elementor-widget elementor-widget-text-editor\" data-id=\"2a241d80\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>What\u2019s worse than missing a family event? Sending flowers with a derogatory note. That\u2019s definitely not what Douglas Moore had in mind.<\/p><p>When Mr Moore couldn\u2019t attend his Grandmother\u2019s funeral, he chose to send flowers instead.<\/p><p>Unfortunately, when he tried to order the flowers, the 1-800-Flowers rep was a non-native English speaker. Clearly, there were some elements of the message\u00a0<a href=\"https:\/\/www.nytimes.com\/2014\/09\/28\/your-money\/a-parting-sentiment-lost-in-translation.html\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\" (opens in a new tab)\">lost in translation<\/a>. Instead of \u201cFarewell Grammy, you had a good run.\u201d the version that appeared on the note was \u201cFAR WELL GRANDMY YOU HAD A GOOD RUNS.\u201d<\/p><p>The note was definitely not appropriate for a sensitive event like a funeral, and with Diarrhea commonly referred to as \u2018the runs,\u2019 the rep committed a serious cultural faux pas. Or perhaps, the company took multilingual customer service so seriously that they simply forgot to hire reps that speak the National language \u2013 English!<\/p><p>1-800-Flowers has since stated that they would refund the amount Mr Moore spent on the flowers.<\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fddb098 elementor-widget elementor-widget-text-editor\" data-id=\"fddb098\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3e74dce elementor-widget elementor-widget-text-editor\" data-id=\"3e74dce\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><div class=\"elementor-element elementor-element-fc9b662 elementor-widget elementor-widget-text-editor\" data-id=\"fc9b662\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><div class=\"elementor-element elementor-element-e17b761 elementor-widget elementor-widget-theme-post-content\" data-id=\"e17b761\" data-element_type=\"widget\" data-widget_type=\"theme-post-content.default\"><div class=\"elementor-widget-container\"><div class=\"elementor elementor-18067\" data-elementor-type=\"wp-post\" data-elementor-id=\"18067\" data-elementor-settings=\"[]\"><div class=\"elementor-inner\"><div class=\"elementor-section-wrap\"><section class=\"elementor-section elementor-top-section elementor-element elementor-element-26a2d4ea elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"26a2d4ea\" data-element_type=\"section\"><div class=\"elementor-container elementor-column-gap-default\"><div class=\"elementor-row\"><div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-3cadd8b1\" data-id=\"3cadd8b1\" data-element_type=\"column\"><div class=\"elementor-column-wrap elementor-element-populated\"><div class=\"elementor-widget-wrap\"><div class=\"elementor-element elementor-element-55a1cc7 elementor-widget elementor-widget-text-editor\" data-id=\"55a1cc7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p><strong>The Lesson:<\/strong>\u00a0Choose a platform that can aid clear communication. In this case, an online platform could have been a better way of ensuring the message is not misrepresented. Moreover, ensure you\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/6-steps-to-provide-excellent-multilingual-customer-service\/\">offer support in popular languages<\/a>\u00a0spoken in the regions you operate in. Multilingual customer support can play a huge role in helping you reach out to customers! Partner with a good language services provider and use the right\u00a0<a href=\"https:\/\/www.lingpad.com\/integrations\/zendesk\">customer service tools<\/a>\u00a0to ensure accuracy.<\/p><\/div><\/div><\/div><div class=\"elementor-element elementor-element-0c71635 elementor-widget elementor-widget-heading\" data-id=\"0c71635\" data-element_type=\"widget\" data-widget_type=\"heading.default\"><div class=\"elementor-widget-container\"><span id=\"elementor-toc__heading-anchor-7\" class=\"elementor-menu-anchor \"><\/span><h3 class=\"elementor-heading-title elementor-size-default\">Over to You<\/h3><\/div><\/div><div class=\"elementor-element elementor-element-122bf59 elementor-widget elementor-widget-text-editor\" data-id=\"122bf59\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-text-editor elementor-clearfix\"><p>With the holiday season upon us, I hope these stories will help steer you and your team in the right direction. Have a customer service horror story you\u2019d like to share? Let us know in the comments below, and maybe we\u2019ll publish a second part of this article!<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><\/div><\/div><\/div><\/div><\/div><div class=\"elementor-element elementor-element-4704aa9 tbh-blog-author elementor-author-box--avatar-yes elementor-author-box--name-yes elementor-author-box--biography-yes elementor-author-box--link-no elementor-widget elementor-widget-author-box\" data-id=\"4704aa9\" data-element_type=\"widget\" data-widget_type=\"author-box.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-author-box\">\u00a0<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Tales of 6 businesses that lost customers over bad customer support. 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