subject: Customer Service Is A Struggle Now [print this page] Not sure what it is about the customer service in this world these days but the problem can be seen throughout many businesses that claim to be customer service centered. It seems that everyone is just completely stressed to their max and just the slightest little thing will push a customer service representative over the edge, this is really becoming the norm.
In the past the general premise was that the customer is always right or that is how the businesses were focused on the customer service and there is a great reason for this. If you are a business owner you know that the customer is paying for whatever service or product you offer, so that means the customer is most important and the reason for the business. But now it seems as if the businesses are trending away from outstanding service and are just reacting to the clients, even if the client is not nice.
Really a taxing and difficult job, working with the public can be no fun, and especially when the customer is very dissatisfied and unhappy. But when dealing with the public the customer service representatives have to just hang in there and smile, never allowing themselves to get involved in an argument with a customer. If a company has a customer centered philosophy it makes it much more pleasant for everyone involved and is much better than battling the customers.
An industry that has experienced this turnaround is the commercial airline industry. They were very focused on customer service before, so much so that the representatives would go to great lengths to assist the passengers and give them a comfortable flight. But as time has passed the customer service within this industry has become less helpful, it is primarily about providing lower airfares and making everyone safe. Now these are very important issues for the passengers but most of them would like to see a bit more respect and kindness than they are getting.
To take care of these very serious aspects of their business it is easy to understand why the airlines have let go of some of the customer perks, but that doesn't mean the customer service representatives can't have a little more pleasantness in their demeanor. They may think they have no competition because their service is unique, but many travelers are discovering that flying by way of private charter service gives a much more enjoyable experience in their travels. If the airlines continue to reduce their customer service it will prove less profitable over time.
