Final answer:
Bad customer service may stem from factors like lack of preparation, tardiness, unprofessional appearance, and a negative attitude. Internal issues and technology failures also contribute to poor customer experiences. Proactively addressing these issues, as seen in the fast food restaurant example, can significantly improve service quality.
Step-by-step explanation:
The underlying reasons for bad customer service can vary, but often include factors such as lack of preparation, which can leave employees unable to handle customer inquiries effectively. Poor service could also result from employees arriving late, presenting a messy appearance, or displaying a negative attitude and a lack of enthusiasm, which reflect poorly on the business and can frustrate customers.
Additionally, internal company issues such as excessive paperwork, insufficient supplies, or a work overload can impede good service. A lack of positive feedback, support from management, and the threat of physical violence can further exacerbate an employee's ability to provide quality service. Technological failures, such as a failing phone or computer, mentioned in Figure 8.7, can also have a significant impact on customer service delivery.
In a real-world context, such as the example given by the lunch-hour manager at Gavi's Fast Food Restaurant, proactive solutions to customer service issues can result in improved customer satisfaction and reduced stress for employees. Understanding customer preferences and avoiding the missteps such as those made by Netflix management, which include misjudging customers' preferences and tastes, is crucial for maintaining high-quality customer service.