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   Breaking Bad Service: 11 types of bad service (and how to avoid them)
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   Abusive customers and the companies who allow them to stay that way. Plus some tips on avoiding customer service mistakes.
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                         The hidden costs of customer convenience
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                        Last week's ProPublica report "
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         The Harsh Reality of Working in Customer Service
                        </a>
                        " is tough reading. I imagine that you have never been abusive to a customer service agent, and nor have I. But I've had plenty of packages magically appear at my house days or hours after I pressed a button on a website.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Creating those amazing shipping times imparts a cost on many people. To make them happen, companies are
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         treating their staff like underperforming robots
                        </a>
                        , forcing them
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         to pee in bottles
                        </a>
                        and leaving them
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         unprotected legally and physically
                        </a>
                        .
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Creating systems with those results in the name of "better customer experiences" is morally wrong, and terribly short-sighted. People who you treat terribly are never going to do their best for your customers, or at least not for very long. We should not be surprised that some people treat customers poorly. We should be surprised it does not happen more often. As consumers, we can speak with our wallets and we can stand behind
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         those demanding change
                        </a>
                        .
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Very often, the worst customer service is little to do with the frontline staff. This week I've got
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         11 types of bad customer service
                        </a>
                        for you, including some impressively awful stories, and some suggestions on how to avoid making the list yourself. Start by making sure you are treating your employees with at least as much respect as you do your customers.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        We've also got some
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         annotated examples of good responses to tricky situations
                        </a>
                        and
                        <a data-hs-link-id="0" rel="noopener" style="text-decoration: underline; color: #3b64d2;" target="_blank">
                         a video course on building customer-centric foundations into your business
                        </a>
                        .
                       </p>
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                           <img alt="" class="c-signature__image" height="75" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252Fshape%252Favatars%252Fmat-patterson-1.png%253Fnoresize%2526width%253D150%2526height%253D150%2526upscale%253Dtrue%2526name%253Dmat-patterson-1.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyJ9:1m9T38:_9x4qFTG_HnkjgHwJxcpxawQm10wGW3OBPIAA2_lr1Y" style="-ms-interpolation-mode: bicubic; display: block; border: 0!important; outline: 0!important; text-decoration: none!important; line-height: 0!important;" width="75"/>
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                            Mat Patterson
                           </span>
                           <span class="c-text__italic c-text__block" style="color: #556575; font-family: 'Helvetica Neue',Helvetica,Arial,sans-serif; font-size: 15px; font-weight: 400; line-height: 24px; font-style: italic; text-align: left; display: block;">
                            Customer Evangelist
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