Is Customer Service Really a Thing of the Past?
My short answer is a definite "maybe", but also with a resounding "not completely" at the end of this article, so hang in there with me to the end.
If you're like me, you probably have a daily encounter with something that has become an absolute peeve of mine - the apparent slow death of true customer service. There just does not seem to be a passion for customer service like there used to be and certainly not at a level that there should be. Let me toss out a few examples and see if you agree or if I am just getting overly sensitive and cynical in my middle age.
One of the first thoughts that comes to mind when I think customer service is retail. I've worked in retail and it is unnerving to say the least when I walk into an establishment where no one seems to care about much of anything nor do they exhibit any real ambition to actually learn the layout of their store, let alone the products that they sell. I think the worst part, though, is the "why are you bothering me with your problems" attitude I see so much any more. Unfortunately, this attitude is certainly not just in retail.
Fast food has become such a vital part of so many Americans' lives that it can apparently withstand the downturn of customer service in their industry. I can normally handle slow service, inaccuracies in my order, and having to occasionally wipe down my own table. What drives me crazy, though, is when all of these things are viewed by the employees as an acceptable standard, not the rare exception, and that I am somehow a bothersome jerk if I say anything about it to them.
These two examples are bad enough in that they occur in person, making it a bit more difficult for most people to be rude or unprofessional to a customer's face. When it comes to trying to get good customer service on the telephone, I have regrettably gotten to the point where I am almost prepared for battle even as I am dialing the number. How sad is that? Not being required to look the person in the eye and actually deal with their issue in a fully personal manner makes for an easy platform for far too many people to just be incessant fools to deal with. I have many times wished for a "phone slap" button on my smartphone that would show the customer 'service' rep on the other end just how lousy their customer service truly was. I could even preface the poke with a recorded warning that "your comments and attitude may be monitored and physically, albeit remotely, dealt with for quality assurance purposes". While it would undoubtedly make me feel better, I doubt it would change much in the big picture.
Now for the good news for those of us in business. With so many others out there exhibiting such a ridiculously substandard level of service, by providing good ol' fashioned service to our customers, showing them that we really do care about their satisfaction and truly are professionals in our field, we can stand out and shine like never before. Conduct business by the Golden Rule and be a hero to your customers.
Kevin Lackey
President/CEO
My Arizona Butler, LLC
"Always do right. This will gratify some people and astonish the rest" - Mark Twain
If you're like me, you probably have a daily encounter with something that has become an absolute peeve of mine - the apparent slow death of true customer service. There just does not seem to be a passion for customer service like there used to be and certainly not at a level that there should be. Let me toss out a few examples and see if you agree or if I am just getting overly sensitive and cynical in my middle age.
One of the first thoughts that comes to mind when I think customer service is retail. I've worked in retail and it is unnerving to say the least when I walk into an establishment where no one seems to care about much of anything nor do they exhibit any real ambition to actually learn the layout of their store, let alone the products that they sell. I think the worst part, though, is the "why are you bothering me with your problems" attitude I see so much any more. Unfortunately, this attitude is certainly not just in retail.
Fast food has become such a vital part of so many Americans' lives that it can apparently withstand the downturn of customer service in their industry. I can normally handle slow service, inaccuracies in my order, and having to occasionally wipe down my own table. What drives me crazy, though, is when all of these things are viewed by the employees as an acceptable standard, not the rare exception, and that I am somehow a bothersome jerk if I say anything about it to them.
These two examples are bad enough in that they occur in person, making it a bit more difficult for most people to be rude or unprofessional to a customer's face. When it comes to trying to get good customer service on the telephone, I have regrettably gotten to the point where I am almost prepared for battle even as I am dialing the number. How sad is that? Not being required to look the person in the eye and actually deal with their issue in a fully personal manner makes for an easy platform for far too many people to just be incessant fools to deal with. I have many times wished for a "phone slap" button on my smartphone that would show the customer 'service' rep on the other end just how lousy their customer service truly was. I could even preface the poke with a recorded warning that "your comments and attitude may be monitored and physically, albeit remotely, dealt with for quality assurance purposes". While it would undoubtedly make me feel better, I doubt it would change much in the big picture.
Now for the good news for those of us in business. With so many others out there exhibiting such a ridiculously substandard level of service, by providing good ol' fashioned service to our customers, showing them that we really do care about their satisfaction and truly are professionals in our field, we can stand out and shine like never before. Conduct business by the Golden Rule and be a hero to your customers.
Kevin Lackey
President/CEO
My Arizona Butler, LLC
"Always do right. This will gratify some people and astonish the rest" - Mark Twain
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