Business Studies

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GCSE

Business Operations

Question

What are the disadvantages of good customer service?

1 year ago

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5 Replies

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1237 views

C

Clemmie


5 Answers

E
Emma Casey

The disadvantages of good customer service include ensuring consistency of delivery and standards; if there is a relatively high turn over of staff then recruiting staff who are able to provide good customer service may be a challenge, as is the responsibility of ensuring that new staff are trained to the same, consistent, high standards.


Similarly, monitoring customer service through customer feedback, internal data and observations is time consuming and costly. As is providing regular CPD to maintain high standards of service.

M
Mohammad Yasir

One of the disadvantage of Good Customer Service is, 1) it increases the risk of future unsatisfactory experience. 2) It does not give 360 degree customer service experience.

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Good customer service, although essential to business, can come with several disadvantages. Most significantly, it is time consuming and costly. This is because a business will need to take time to train workers in how to engage positively with customers, such as dealing with complaints. The business may also pay to send workers on customer services courses. This leads to a business taking time away from other priorities, such as marketing. Therefore a business may redirect too much time and money into one small area of the business.

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D
Danial Kashif

1. Costs: Providing high-quality customer service can be expensive. Businesses might need to invest in training staff, hiring more employees to ensure quick response times, or implementing advanced technology to manage customer interactions efficiently. These costs can add up, especially for small businesses.

2. High Expectations: When a company consistently provides excellent customer service, customers’ expectations can become very high. If the business ever fails to meet these expectations, even once, customers might feel disappointed and could take their business elsewhere.

3. Dependency: Sometimes, customers might become too reliant on the support and assistance of a business. This can lead to an increased volume of inquiries or demands for help with minor issues that customers could solve on their own, putting additional strain on the company’s resources.

4. Difficult to Scale: As a business grows, maintaining the same level of high-quality customer service can become challenging. The personal touch or quick response times that were possible when the company was smaller might be harder to sustain as customer numbers increase.

5. Risk of Misuse: There’s a risk that some customers might take advantage of a company’s commitment to good customer service by making unreasonable demands or expecting special treatment that goes beyond fair use.


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Mary Duffin

Customers are likely to use your business again, increasing your sales and profits. They may also tell others about how well you treated them. If other people use your business, this is another way to improve revenue and profits. Also, good reviews because of excellent customer service means you are more competitive than other businesses - your online profile is likely to be higher on search engines.

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