Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. With social media becoming a worldwide connector and a general display of the way modern generations communicate, the performance of customer service agents is increasingly hitting the internet as a result.
Whether it was good, bad, or ugly, 2019 was a heck of a year on social channels. From outbursts in restaurants, to caring agents looking after customers in airports, to racial incidents between customers that agents have to diffuse — all have had a place on the world stage, serving as instructive examples.
In this article, we round up some of the good, the bad, and the ugly customer-service interactions of 2019, and detail what people and companies can learn about the incidents to do better in 2020.