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You should have…”



Customer Service can make or break a business. While great customer service can turn customers into loyal advocates, poor customer service can lead to negative reviews and lost business.

The biggest point of difference you have over your competition is the way your staff engage with customers, both face to face and on the phone. Here are five common examples of bad customer service and practical tips on how to fix them.


1. Long Wait Times

Scenario: A customer calls a company’s helpline and is put on hold for 30 minutes before speaking to a representative.

Implement a Callback System: Allow customers to request a callback instead of waiting on hold. This shows respect for their time.
Increase Staffing During Peak Hours: Analyse call patterns to determine peak times and schedule more staff during these periods.
Use AI and Chatbots: Implement AI-driven chatbots for handling routine queries quickly, freeing up human agents for more complex issues.


Poor customer service


2. Untrained Staff

Scenario: A customer asks a sales associate about a product feature, but the associate is unsure and provides incorrect information.

Comprehensive Training Programs: Regularly train staff on products, services, and customer service skills.
Ongoing Education: Keep staff updated with the latest product information and industry trends through workshops and online courses.
Knowledge Base Access: Provide staff with easy access to a knowledge base where they can find accurate information quickly.


3. Rude or Indifferent Attitude

Scenario: A customer approaches a cashier who is visibly irritated and responds rudely to the customer’s questions.

Hire for Attitude, Train for Skill: Focus on hiring individuals who naturally exhibit empathy and a positive attitude.
Customer Service Training: Conduct regular training on the importance of empathy, patience, and positive communication.
Feedback and Incentives: Encourage customer feedback and reward staff who consistently provide excellent customer service.


Bad customer service statistic


4. Inadequate Problem Resolution

Scenario: A customer reports a recurring issue with a product, but the company fails to provide a lasting solution, causing frustration.

Empower Employees: Give customer service representatives the authority to resolve issues without needing multiple approvals.
Follow-Up System: Implement a system to track customer complaints and follow up to ensure the issue is resolved.
Root Cause Analysis: Identify and address the root cause of recurring problems to prevent future occurrences.


5. Lack of Personalisation

Scenario: A regular customer contacts a company and has to repeatedly provide their details and explain their issue each time.

CRM Systems: Use customer relationship management (CRM) systems to keep track of customer interactions and preferences.
Personalised Communication: Address customers by their names and tailor interactions based on their history with the company.
Proactive Engagement: Reach out to customers with personalized offers and solutions based on their past interactions and preferences.


Turning customer service from bad to excellent


By addressing these common issues with practical solutions, businesses can improve overall Customer Service, as well as build customer loyalty, and ultimately achieve long-term success. Every interaction is an opportunity to make a positive impression and strengthen your relationship with your customers.


Contact Sparkle Training today to discuss our tailored Customer Service Training Programs and the value they can bring to your Customer Service Team.

Call 1300 611 288 or email info@sparkletraining.com.au


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