subject: The Death Of Customer Service [print this page] The Death Of Customer Service The Death Of Customer Service
Something has been bothering me of late: the apparent lack of customer service across a vast spectrum of retail outlets, existing service providers and prospective service providers with overeager salespeople.
My first thoughts were that it was possibly an age thing; was I just expecting more as I get older? After contemplating the situation over recent days and weeks (or was it possibly months and years?), I've come to the conclusion that customer service does appear to be a dying trait, with more and more emphasis being put on profit and conversion by fat cat bosses of huge national and international companies out for world domination.
Gone are the days when small independent stores had all the time in the world for their customers. No matter how big or small the potential purchase or how big the waiting queue, you were the customer and deserved unwavering attention. If the person serving didn't have the answer you were looking for, they would go and find the answer.
This may sound like a personal rant, but I'm sure I'm not alone when I speak of the countless front of shop' people I encounter on a daily basis who instead of serving my needs with a smile and a willingness to assist, look at me as if I've interrupted their all important plans, woken them from a well-deserved sleep or just have no right to be there asking them ridiculous questions about the products or services the store that they work for offers.
It's apparent that as companies grow and devour their competitors in the market, the only winners are the companies. Consumers are left with less and less choice or alternatives.
I guess at the end of the day, great customer service comes at a price that many companies are unwilling to pay, choosing instead to invest in getting people through the door and hitting them with the hard sell.
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