Why Customer Service Has Gotten So Bad

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soundtracks of AL 7:02AM July 17, 2009

It is also well known that there are hundreds of complainers that will do anything not to pay for product or services. The never satisfied person that always wants to be serviced first, does not want to wait their turn, or complains about a free/complimentary service.
Customer service and surveying and CSI have become a burden to businesses trying to survive in these hard times. It costs so much trying to satisfied the non-satisfyable people.
It is my experience that a lot of those who keep giving you negative responses on surveys, etc. are those who keep coming back to your business;therfore,why keep spending so much on the cronic complainers and not having enough time to satify the "regular" customer.
The sentence of "you're paying their salary" being empowering...That is the reason why customers kill the good customer service. Great customer service should not be by force, but by conviction. People who push this type of attitude on customer service representatives are the type of people who feel the csr is some sort of "slave" for their request, being justified,or not so...

Non Believer... of TX 11:45AM April 28, 2009

"Is it because there's a fault in your products your system?"
Is that even a proper sentence?
"I don't think people are just loving calling customer service."
Are just loving?? What about "I don't think people love to call customer service"? This is atrocious.
At least the information was interesting, yet I am with Elan on this one. I remember the pleasant and productive service calls I make, and drop the companies that are not able to provide the level of customer service that I require.
I give an A+ to Fidelity, as they are perhaps the best I've ever experienced personally. I am in no way affiliated with them other than as a customer.

M.B. of ME 2:41PM April 17, 2009

The potential spin either positive or negative from a single transaction is tremendous. Unfortunately positive spin is a fraction of negative. If we are satisfied, we tell only 4-5 people on average of our experience, whereas a negative experience generates spin to 40 or more (much higher when blogging, etc involved). A transaction with a $20 value all of sudden has a ripple effect of thousands of dollars.
Companies must train employees and training budgets in "soft skills" such as service and sales are unfortunately often the first line items cut in a tough economy. The backlash can be devastating to the bottom line.
Teresa Allen
Author: Common Sense Service:Close Encounters on the Front Lines
www.AllenSpeaks.com

Teresa Allen of LA 4:41PM April 14, 2009

I find that I remember the good customer service calls because they are so rare - and those are the brands/providers to which I remain loyal.
Ms. Yellin should consider partnering with a market research firm to compile data on customer loyalty related to customer service experience. In these economic times, businesses will have to be more concerned about client retention and decent customer service goes a long way in keeping the customer happy.

Elan 9:24AM April 07, 2009

Yes, USAA one of the best......
Cox phone and internet pretty good as you always get someone in the USA and they can speak English.YOu do wait sometimes.
Dish Satellite one of the worst, but not the worst, for customer service. And all they do is read from a prepared script until they can't help you; hours later; you finally get to talk to someone who does sometimes know something.

ted of AZ 8:40PM April 06, 2009

I have been on the other end of those customer calls. One of the reasons for long waits is the customer who ties up a representative for a long time, threatening her and making unreasonable demands. He figures if is pushy enough he will get whatever he wants, no matter how unreasonable.
Most customers are a delight to work with and I enjoy helping them. Not the bullies.

Hannah Katz of CA 6:22PM April 06, 2009

My thanks to Retired GI from OK (and just an aside, we retired to TX from Tulsa 3 years ago, after 60+ years in OK). I checked USAA's website again, just to see what the "new" eligibility requirements are, and even called just to make sure I wasn't missing anything. Once again, the USAA CS rep bent over backwards to try to help, but unfortunately, none of our military family members had USAA insurance in the past, none were officers, and all were honorably discharged non-coms long before 1/1/96. But I'll keep trying!!

Donna of TX 3:45PM April 06, 2009

People have noticed. Customer service has dropped. Now companies are making a big effort to create better service - because they know it is the only way to differentiate themselves from their competitors. It also creates loyalty and helps make price a little less important. Emily's new book is excellent.
One company I've dealt with over the years is Verizon. I like their goal: One call resolution. Wouldn't it be nice if all companies had a similar goal - that the first time a customer calls, problem is solved - AND the people are nice!
Yes, unfortunately customer service seems to have become worse. Still, there are some great companies out there that know what to do and making it happen.

Shep Hyken of MO 2:43PM April 06, 2009

Your article outlines the problems experienced by all of us who have sought customer service. However, like much of the complaining that customers do no resolution of the problem is suggested. Our legislators need to establish laws that require a list or requirements which companies must provide those who purchase their products. Sadly, I doubt that will happen very soon!

William L. Butler of MA 2:26PM April 06, 2009