Disclaimer: The examples of companies mentioned in this blog are based on general industry observations and should not be considered exhaustive or definitive. These illustrations reflect common customer service issues identified through publicly available reviews, expert analyses, and media reports from the year 2024. The intention is to provide insights and recommendations for improving customer service practices and does not aim to harm the reputation of any organization.
In 2025 excellent customer service is more than a perk—it's a necessity. Companies across various industries have seen significant backlashes due to poor customer service. However, others have excelled, setting benchmarks that are worth taking note of. This blog compares a few high-profile examples of companies with the worst customer service who faltered with those who succeeded, extracting valuable lessons and best practices.
1. Telecommunications: Enhancing Responsiveness and Reducing Wait Times
Poor Example: In 2024, major telecommunications companies continued to dominate complaints regarding customer service. For instance, Comcast and AT&T (USA) were frequently criticized for their lengthy wait times and the difficulty customers faced when trying to resolve issues. Customers reported average wait times exceeding 30 minutes, compounded by the companies' reliance on automated systems that often failed to address specific concerns.
Best Practice: On the flip side, T-Mobile has consistently received high marks for customer satisfaction. They achieve this by investing in robust training programs for their support staff and implementing advanced CRM systems to address customer queries quickly and efficiently.
Three things we can learn from T-Mobile:
Implement callback options during high-traffic periods.
Utilize CRM software to track and resolve issues promptly.
Train customer service representatives extensively to handle a variety of issues competently.
2. Airlines: Prioritizing Transparency and Communication
Poor Example: The airline industry wasn't far behind telecommunications when it came to customer service shortcomings in 2024. United Airlines and Ryanair were particularly noted for their handling of overbookings and flight cancellations without adequate communication. A notable incident involved a United Airlines flight from Chicago to Tokyo, where passengers were left stranded for over 48 hours with little to no communication from the company about their accommodation or alternative travel arrangements.
Best Practice: In contrast, Singapore Airlines is celebrated for its commitment to customer service, particularly in managing disruptions.
Three things we can learn from Singapore Airlines:
Provide real-time updates via multiple channels like SMS, email, and mobile apps.
Empower ground staff to handle rebookings and accommodations immediately.
Ensure transparency in communication, explaining the reasons behind delays or issues.
3. Retail: Consistency and Staff Interactions
Poor Example: Retail giants like Walmart and Sears faced criticism for their inconsistent return policies and often rude customer interactions. Despite their extensive presence and supposed emphasis on customer satisfaction, many customers felt neglected or mistreated by staff, especially during peak shopping seasons like the holidays, when the rush seemed to justify a drop in service quality.
Best Practice: Nordstrom is renowned for its consistent and friendly customer service.
Three things we can learn from Nordstrom:
Standardize return and refund policies across all channels.
Conduct regular training sessions for staff on customer interaction protocols.
Foster a company culture that puts customer satisfaction at the forefront.
4. Technology: Handling Product Issues and Support
Poor Example: Tech companies, known for innovation, also had their share of customer service failures. Apple, for example, faced backlash over the launch of its latest iPhone model, which had widespread issues with battery life. The bigger problem, however, was the inadequate response from Apple's customer service team, who seemed unprepared to handle the volume and nature of the complaints.
Best Practice: Dell has set an industry standard for post-purchase customer support, especially with their proactive approach to handling product issues.
Three things we can learn from Dell:
Offer extended warranties and easy access to repair services.
Provide comprehensive troubleshooting guides online.
Set up a dedicated 24/7 support line to assist with technical problems.
6. Healthcare: Enhancing Patient Communication and Care
Poor Example: In 2024, some healthcare facilities, including certain privately owned clinics, were criticized for long wait times, poor communication regarding treatment options, and a lack of personalized patient care.
Best Practice: Mayo Clinic stands out as a best-in-class example in the healthcare industry due to its exemplary patient-centered approach.
Three things we can learn from the Mayo Clinic:
Implement patient management systems to reduce wait times and streamline the appointment process.
Train staff regularly on interpersonal skills and empathy to improve patient interactions.
Use patient portals to enhance communication, allowing patients to easily access their medical records, schedule appointments, and communicate with their healthcare providers.
7. Banking: Transparency and Easy Access
Poor Example: Banks such as Wells Fargo and Barclays were heavily criticized for their opaque fee structures and the inaccessibility of customer support. Customers expressed dissatisfaction with the unexpected fees and the tedious process required to dispute charges or get clarity on service terms.
Best Practice: USAA is often lauded for its transparency and customer-first approach in banking.
Three things we can learn from USAA:
Clearly disclose all potential fees and charges in an understandable format.
Ensure customer service is accessible through multiple platforms (phone, online chat, email, social media).
Regularly train customer representatives on new products and services to provide accurate information.
Conclusion
Customers today share many of the same expectations as those from twenty years ago: they seek polite, efficient, and seamless service interactions. They desire straightforward and transparent policies, procedures, and processes that don't require navigating a labyrinth of fine print, convoluted rules, or awkward technology.
Ultimately, customers are eager to demonstrate loyalty, but this loyalty must be earned through a consistently positive environment that respects their time and values their engagement as individual human beings. By cultivating an atmosphere that prioritizes clear communication, respects customer time, and works to remove effort from everyday transactions, businesses can foster a loyal customer base that feels valued and understood.
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