'SIDE EFFECTS OF BAD CUSTOMER SERVICE'
Customer service is arguably the most important thing for your business to get right. Great customer service can overcome poor marketing, but it's incredibly(엄청나게) difficult (and expensive) to replace poor customer service with even the most exceptional, "delightful" marketing. Inbound marketing is customer-focused and inherently(본질적으로) aids(돕다) customer service, but that doesn't mean companies who use it can't still be guilty of bad service experiences. Of course, "good customer service" is often up for interpretation. It's only normal for small mistakes to happen or to encounter customers that are impossible to
deal with. These are generally small bumps in the road and don't constitute(~을 구성하다) bad customer
service. These situations, however, are usually considered universally unacceptable: long wait times and response times, poor attention to detail, company reps (represent, 대표하다) with lack of experience and knowledge, unprofessional and impersonal interactions. Companies who are guilty of these bad customer service traits often face negative
consequences -- many of which are difficult to overcome and can lead to the company's failure.
Especially with the internet, your reputation is the first thing to take a hit(타격을 입다) when you have an extended streak(연속) of bad customer service. Customers today are quick to write negative reviews online when they have a bad experience with a company. In addition to leaving critical reviews, customers also vent(감정분통을 터뜨리다) their frustrations on social media for their friends, family, colleagues, and the entire world to see.
Bad customer service has negative side effects in all areas of business. Not only do you lose customers, but you run the risk of losing your best employees. When your companies has a customer service problem, your best employees are forced to pick up the slack(기강을 바로잡다) for bad employees. This leads to burnout and dissatisfaction from the people you rely on most. If your company develops a bad reputation, your top performers may also jump ship when they realize things are going south.
