Could the Recession Save Customer Service?

What Customer Service

My experience with "customer service" is that it ceased to exist beginning in the "Age Of Reagan". The new customer service area is a profit center just like the meat department. If you stand in the C.S. line long enough and finally make it to the front of the line, you either buy something from them (gift card, stamps, lottery ticket, etc.) or they will hustle you out of line before you can say "customer service". The real question is not will customer service improve, but rather does customer service even exist anymore?

dfortune of CO @ Feb 22, 2009 10:34:21 AM

Pay vs Plaques

The problem with customer service is threefold:

1-Increasing numbers of younger people who have no clue how to solve problems are taking the jobs (and they've been spoiled beyond reason economically and functionally - therefore they have no clue how to empathize with customers or solve problems);

2-Those that are capable of customer empathy and problem solving are usually well aware of the fact that they are intolerably underpaid. They are fed up with CEO's and corporate executives getting multi-million dollar bonuses; meanwhile, the REAL producers of income get hours cut, benefits cut, and dignity/intelligence assaulted by management at every turn.

Until CEO's, corporate execs and share holders realize that "line employees" are the ones that make the money for ALL of them to profit on (excepting, of course, the line employee), this nastiness of poor customer service will continue. But no. After 10-20-30 years of work, a typical company give the employee a freakin plaque or mass-produced card. It's insulting.

Quite frankly, I don't think the higher-ups on this miserable food chain give a shite. They don't shop in the same stores they own and many of them have lackies that shop for them anyway. They really don't care; so why the heck should customer service people care, particularly when most get paid barely over, if not minimum, wages?

3-Horrid customers. It amazes me how horridly rude, arrogant, ignorant, hostile, demanding and piggish people become when they cross the threshold of a store. Most malls/stores close at 9:00 pm. They all do. They have now for decades. Deal with it, you spoiled brat that expects others to stay for your crappy $30 purchase at the end of a long day.

Rene of PA @ Feb 22, 2009 00:37:55 AM

Train them right

Back when jobs were plentiful and employees scarce, managers lamented the fact that they had to hire less than stellar employees just to keep their doors open. Customer service really suffered because employers were afraid to correct an employee lest that person quit.

Now that jobs are so scarce, I think it's time to make good customer relations mandatory. Teach your employees to always put the customer first, and if they can't get with the program, show them the door. There should be no problem finding more qualified individuals.

lynn of WI @ Feb 21, 2009 18:58:37 PM

You are totally correct

This is the reason we started MeasuredUp.com to give consumers and companies a connection that allows them to solve customer service issues, answer questions or to make recommendations.

Great customer service in an economy like this is more important then ever and the companies that get it right will grow share over the recession and be better positioned.

Remember the customer is always right and they vote on companies every day with their wallet. Now more then ever consumers are empowered to make their voice heard.

marc of NY @ Feb 04, 2009 18:16:11 PM

Exceptional Customer Service is No Longer Optional

I am always amazed that businesses can act so cavalierly at any time, but especially now. Why would anyone want to push a customer out the door? I had a great experience at an AT&T store where they stayed 1/2 hour after closing time to fix a problem that they didn't create.

I always compare that to the time when I was told a business was closed 10 minutes before closing time because as they explained to me "Once we check out everyone who is already in line it will be closing time." I never went back there again

Laurie Brown of MI @ Feb 02, 2009 18:08:27 PM

Customer Service is More Important Than Ever - Especially In This Economy!

This article nails it. Customer service is more important than ever, especially in this economy. Deliver on the brand promise and execute flawlessly and you will build confidence. And "confidence" is a major part of the loyalty formula. Prove to the customer that the relationship is more important than the sale.

Shep Hyken of MO @ Feb 02, 2009 17:22:33 PM

Service drives loyalty which drives sustainability

Customers tend to leave due to bad service (68% of them in fact). And, another study showed improved service actually increased revenue from existing customers. So, yes, better service can lead to a healthier business. That's more important today than ever.

Kevin Stirtz of MN @ Jan 31, 2009 13:45:14 PM