What has happened to customer service?

I recently have seen blogs and articles everywhere about the Comcast customer service train wreck of a conversation between a call center employer and a customer who was trying to cancel his service. There were so many problems with this conversation. I have learned from past experience working at a call center, won’t say which one, that it is part of our job to try to prevent the customer from disconnecting. But this representative’s attitude was disappointing to me because honestly you are not supposed nag your customer to stay with your company. This will have the opposite effect.

This representative further hurt his case because he had prior talked to the customer’s wife who had given reasons  for wanting to cancel the service and he still tried to persuade her.  Also, a customer should not have to give a reason to cancel a service for whatever reason. I thought the motto of most companies was that the customer comes first. Apparently I was wrong.

However, this is not just a problem with Comcast I have seen it in local fast food places that I have been too. My first example was when I was walking and I decided to stop at Mcdonalds for a smoothie and the person working there forgot my order and then it took ten to fifteen minutes to receive my drink and they did not even apologize for this mistake. I had one item in the que while people in front of me had many more items and yet mine was forgotten. But I have had discussion with people that most customers will put up with this bad customer service because they can’t afford to go anywhere else for food, or their options are limited by living off food stamps or having a limited income which is possible in this day in age where most people are underemployed and working minimum wage positions. ( a blog post/rant for another day)

My thought is that no matter what a customer is paying they should receive good customer service no matter how crappy of day that person has had. People are supposed to try to leave personal stuff at home, barring extenuating circumstances.  I am not saying employees should be treated like robots quite the opposite in fact, which would help if companies would care more about the customers and employees well and less about the bottom line. I think this could be shown through treating your employees well, doing whatever you can within reason to wow your customers and making your work environment a positive one. People will notice that the companies that do try to accomplish this have less turnover, happier employees and customers all because they care about is good customer service.  So I have to wonder which came first the customer service or the egg?

 

http://nepaliaustralian.files.wordpress.com/2012/02/bad-customer-service-2.gif?w=500

 

cartoon originally from http://www.newslettercartoons.com from Ted Goff so thank you Ted

 

One thought on “What has happened to customer service?

  1. I very much agree with your views on customer service. One of my dreams would be to work for Zappo’s, where thrilling and delighting the customer is SOP. (Unfortunately, they only pay $11 an hour, meaning that I’d be homeless.)

    It is sad that many employees believe that good customer service is conditional on the customer being nice and cooperative. It doesn’t work that way! If you want your business to succeed, you must be kind to all customers, including the ones who are miserable curmudgeons and have foul mouths. Customer service means that the business must provide the customer with “agape” (unconditional) love, rather than some watered-down version of eros. Love your customers and they will love you back. Employees who can’t handle rude customers need to find another line of work.

    Like

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