Bad Customer Service

Yesterday, Indigo Rent a Car sent me a whatsapp message “Your balance is outstanding, you need to pay”. I stared at the message, utterly confused. Why are they contacting me one and half years later for an outstanding payment and to top it off, the customer service representative is contacting me on whatsapp. This is completely ludicrous and highly unprofessional to say the least.

I had been a client of Indigo Rent a Car for almost one year. During my time with them as a customer, I ensured that my bills, both the monthly care rental and salik, was paid on time. When I finally returned the vehicle, I confirmed that all payments were done in full and if there was any additional expenses to call me within the next week to sort it out. I received no feedback and all settlements were completed.

Bad customer service is rampant. Many companies do not have the correct measures in place to train their employees, understanding customer needs and building loyalty and satisfaction. Many companies threaten to take action against customers without even comprehending the severity of their own actions. The customer does not reside in the center of the company. Employees remain disconnected when they are working in foreign countries, while company processes prove are unreliable. Companies can face serious negative consequences when they provide bad customer service, many may be too difficult to overcome and can lead the company to failure. The companies reputation is extremely valuable. Many customers post negative reviews online that can influence the decision of other customers when they review your company online. Many employers lack leadership and mentor ship skills. They are unable to develop and create lasting working conditions for employees. There is no long term focus, just a short term money gain!

It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” –Warren Buffett.

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