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Register your complaints about bad service
See other complaints about bad customer service.
Make changes to your previous complaints
Share your experiences of bad customer service
The process of registering your complaint
Nine rules of good customer service
What's happening in the customer service world
Taking your complaint back to the company and other alternatives
Nine rules of good service
Purchase nocustomerservice.com services and products
How to contact us if you have something you wish to tell us about the site
Have some fun being angry about bad service
Have you been unhappy about service in the last month? Complete out short poll
Surprise the company with an official bad service award
 
 

Welcome to the "About this Site" page

This page seeks to answer three main questions:


What is nocustomerservice.com?
nocustomerservice.com is an Australian business that provides a web-based service for people to share their experiences of bad service. The business is totally independent and has no affiliations with any other business, organisation, or industry.

nocustomerservice.com aggregates the data and information about your complaints and assesses which rules of good customer service have been breached in your experience. For a list of other services provided by nocustomerservice.com please see our section on Services.


What is Bad Customer Service?
Bad customer service is what you experience when your perception of good service is not being met by a business or organisation. There are nine guiding rules of good customer service. So, if a business or organisation is NOT delivering service according to any of the following rules, you can be sure that this will explain why you think you are getting bad service.


Nine Guiding (Golden) Rules of Good Service
When business are delivering bad service, they are breaking one or more of the following nine rules:

Rule 1: providing high standards of service
(This first rule has seven standards of good customer service).
  Standard i - Providing prompt service
(the speed with which you receive the service from the business or organisation).
 
  Standard ii - Being open and honest
(the business or organisation is open and honest in providing information on service capabilities and limitations and costs ).
 
  Standard iii - Asking your customers
(the business or organisation asks you what you think about their service).
 
  Standard iv - Positive action when things go wrong
(the business or organisation fixes mistakes or errors for you with the minimum fuss).
 
  Standard v - Communicating effectively
(the business or organisation uses language that you easily understand).
 
  Standard vi - Opening hours
(the business or organisation is available and open at times which are convenient to you).
 
  Standard vii - Single point of contact
(the business or organisation ensures that you only have to tell your complaint once).
 
Rule 2: Providing Information To Customers
  • The business or organisation readily provides full, accurate information in plain language to you about their business, what they can do for you, and about how their services are run.
 
Rule 3: Being Open And Honest With Customers
  • The business or organisation makes it very clear as soon as possible:
    • what their services cost,
    • how well they perform them; and,
    • who is in charge.
 
Rule 4: Offering Choice To Customers
  • Wherever possible the business or organisation offers choices to their customers.
 
Rule 5: Consulting With Customers
  • The business or organisation regularly and systematically asks their customers for their views about the service.
  • The business or organisation uses customers’ priorities for improving services when making final decisions on their performance standards.
 
Rule 6: Being Courteous To Customers
  • Employees of the business or organisation always offer courteous service to you.
  • Employees of the business or organisation always wear name badges.
 
Rule 7: Being Helpful To Customers
  • Employees of the business or organisation work to help you and meet your needs.
  • The business or organisation’s services operate to suit the convenience of you as a customer.
  • The business or organisation provides services equally to all customers who are entitled to those services.
 
Rule 8: Putting Things Right For Customers
  • When things go wrong, the business or organisation makes sure customers are:
    • given a full explanation.
    • offered an immediate apology; and,
    • a swift and effective remedy.
  • The business or organisation had well-publicised and easy-to-use complaints processes.
 
Rule 9: Providing Value For Money
  • The business or organisation delivers efficient and economical services to you within the resources it can afford.