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Thread: Majority of Americans fed up with poor customer service

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    Re: Majority of Americans fed up with poor customer service

    Businesses have figured out that if you just run an obstructionist campaign and never give real answers, people will eventually get fed up and shut up. That's unfortunately the playbook for customer service these days.
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    Re: Majority of Americans fed up with poor customer service

    USAA is great, Amazon is pretty decent too. Ebay was rough though... woof.

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    Re: Majority of Americans fed up with poor customer service

    The automated telephone options usually don't include the thing I'm calling about...
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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by Ikari View Post
    Businesses have figured out that if you just run an obstructionist campaign and never give real answers, people will eventually get fed up and shut up. That's unfortunately the playbook for customer service these days.

    One time I was trying to get ahold of Time Warner. I literally called from my house waited on the phone. Got bored when down to a local bar had a couple drinks with my cell phone. On my way back to the house they finally answered the phone.

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    Re: Majority of Americans fed up with poor customer service

    1. Cutting costs has become everything. Phone trees save money but lower customer satisfaction. No one knows the true cost of the 2nd half of the equation.

    2. Overseas shipping out of the customer service that actually is alive has become commonplace.

    3. The every day run of the mill guy or gal at the register is poorly trained, recieves little to no motivation to do better and is probably getting stepped on over what many people take for granted : breaks, lunches, and any other benefits a job may have---they have a get a paycheck and very little else. This business model keeps costs down but again--no one knows the true cost of the 2nd half of things; how the loss of any sort of morale slumps sales.

    4. There is a percentage of customers that absolutely ruin the customer service game for everyone else: rude, needy, grumpy, nothing is ever right or good enough etc etc. The ones that feel if they gripe enough, they will get a deal.

    I have worked, supervised and ran businesses and customer service departments. I had standards and I did my utmost to satisfy customers, but some of them just are not worth it. 95% absolutely are and I would say at least 50% deserve better than the service they get---at least until I get done with the department.

    Corporate America needs to revise how they see the person behind the cash register and make more effort to not just motivate these people but make them happy with their job. Ive got idears along those lines but...I dont run a chain store and most corps are so rigid in their processes and resistant to change that they will need to have sales fall into the cellar to recognize they got a problem.

    Example : Home Depot, Wal Mart, have all had huge employment abuse issues and customer service issues. Companies need to see the two are not exclusive, they are intertwined and inclusive.

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    Re: Majority of Americans fed up with poor customer service

    Saw the post title and who posted it, knew the "push 1 for" nonsense would come up. You understand that companies offer multi-lingual customer support because it increases their customer base, right? It's literally capitalism at work. Even if you speak English fluently, but Spanish is your native tongue and you speak it better, wouldn't you prefer a company that offers Spanish language help?

    More on the topic, yeah, it seems like "customer service" overall is getting less customer friendly. It's cheaper this way.
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    Re: Majority of Americans fed up with poor customer service

    I don't care about push one for English, two for Spanish. I care about the almost endless loop of button pushing most companies make you go through before you can talk to a real human being. Especially when nine times out of ten, that human being asks you the same questions you just entered into the phone! And couldn't tell you how many times I've been disconnected or had a call dropped after I finally reach a person, forcing me to go through the endless loop once again.
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    Re: Majority of Americans fed up with poor customer service

    America has always been seen as the pace setter for customer service, businesses sending people over for training and visitors coming back saying how much better customer service in the states was compared to back here.

    I can see the cost element of having an automated phone service but you absolutely have to have a human operator available in case the sequence doesn't work and too many large companies here have the exact same problems as I'm reading- my biggest gripe is having to repeat the same information to the human (when I finally get through) that I did to the telephone gateway.

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    Re: Majority of Americans fed up with poor customer service

    Ive always worked in Customer Service, and from company to company, attitudes on Customer Service seem to always be high, HOWEVER in practise, some of my comrades have ranged from embarresing, to a great example of how thing should be done.

    For myself, as a matter of pride I try to do my best to be as helpful to the guest/customer as possible, all based on the basic premise of mutual respect.

    But my friends, let me tell you, for those of you who aren't in Customer Service, some of you are complete dicks, I hope you know that, so while Americans may be fed up with poor customer service, some of us are pretty fed up with poor customer attitude.

    Takes two to tango.

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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by Jetboogieman View Post
    Ive always worked in Customer Service, and from company to company, attitudes on Customer Service seem to always be high, HOWEVER in practise, some of my comrades have ranged from embarresing, to a great example of how thing should be done.

    For myself, as a matter of pride I try to do my best to be as helpful to the guest/customer as possible, all based on the basic premise of mutual respect.

    But my friends, let me tell you, for those of you who aren't in Customer Service, some of you are complete dicks, I hope you know that, so while Americans may be fed up with poor customer service, some of us are pretty fed up with poor customer attitude.

    Takes two to tango.
    I think anyone would be a complete dick if they had to listen press 1 for this,press two for this,press three for that for several minutes topped with "if you need such and such thing please go to ****ourcustomers.com" or some other message repeated over and over and over again while you wait on hold for several minutes to talk to a real person. I do not think you a customer service representative have to go through a BS phone automated system just to talk to customers.
    Last edited by jamesrage; 06-09-11 at 03:45 AM.
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