It can be hard to remove that feeling that a company's ship is sinking, but sometimes one sign of bad customer service is indicative of more problems lying just under the surface that need to be corrected.
The company that makes the popular card and video game "Magic: The Gathering," Wizards of the Coast, is having some difficulties countering its recent problems, according to a piece recently published in Forbes.
The article examined recent problems with the game's online system have caused great frustration among players and interrupted an important championship event. Games like this are a serious business, and Magic has seen more than 11 percent of its individual values of "digital cards" go down. Contributor Cameron Keng sums it up in grand terms any company can use as food for thought.
"Wizards of the Coast's incompetency has jeopardized their entire business," Keng writes. "Turning your die-hard fans over the last 20 years into your largest critics is clearly going to hurt Magic for years to come."
Not every fan of your business' brand will be as pessimistic about your company in response to one such mistake, but when these occur, online customer services need to be ready to help patch things up and get back to giving your customers the service that they respect, or at least should.
When the bulk of the customers you attract are interested in your online offerings, as is the case here, keeping your internet services engaged is especially important, as that's the realm where everything is clearly happening. Whatever you do, don't let your potential for great engagement disappear in a puff of smoke.