Customer Service Is Job Six Or Seven... Or Maybe Eight
from the we've-got-more-important-things-to-do dept
Wasn't customer service supposed to be job #1? While we all knew that most companies never really believed that, the situation appears to be getting worse. We've already written about tech support jobs where their only goal (which they were graded on) is their ability to get you off the phone as fast as possible, but this Washington Post article looks at the overall trend of companies spending less and less on customer service, and focusing on the wrong things. If you read the story, you'll undoubtedly come across more than one story that you'll identify with. These days, companies are doing everything they can not to help you solve problems. They like to blame other companies. They like to blame you. They like to tell you there's nothing they can do - and none of that is true. One guy even has a rule - he knows to only bother speaking with customer service reps who refer to the company as "we" instead of "they." The thing that's the most annoying, however, is that every time an article like this gets written, the reporter always calls up corporate headquarters for a quote about a specific story - and the response is always the same. They always admit that the customer support person (who, of course, remains unidentified) made a mistake, and they really regret it. They might even throw in a typical "that's an exception, not the rule." However, with it happening to so many people on such a regular basis, it seems like a pretty big exception. Not once do these corporate spokespeople say what they plan to do to prevent such "exceptions" in the future.