Customer Service
Society

The decline in customer service

A recent shopping experience left me angry and disturbed at its extremely poor customer service. The sales clerk was incapable of understanding the basic concept of my inquiry. I ended up not making a purchase that I was fully prepared to make because I could not get a simple answer to my question.

I left the store angry, feeling like a jerk (seriously, what’s that all about??), and swearing I would not return – all because the store failed to properly train their employee on basic customer service protocols.

Say “NO” to bad customer service

Why do we pay more to shop or do business with more costly businesses? Customer service is right up there in my top reasons to pay more.

Make a call to customer service to your cable or internet or cell phone service sometime. Generally speaking, the cheaper the services fees you’re paying are, the more likely the person on the other end of that call is not going to care what your concerns are. They have stock answers and cannot or will not answer beyond those stock responses.  Their “Oh, well” attitude rings through loud and clear.  It’s a numbers game, and they know there’s always another person behind you ready to start the cycle.

My television service costs me more than it probably needs to.  If I shopped around, I’m sure I could get a better price.  The problem is, I’ve shopped around and hit the “big three” providers, and I’ve experienced their customer service – better put, their LACK of customer service.  I’m willing to pay more to be with the company I have because of the person on the other end of the line when I call into customer service.  Every time I’ve called in and questioned something, if they didn’t know the answer and felt they were not able to personally help me, they sent me to someone with the authority to take care of it.  I hung up satisfied that they’d done their best, whether I’d gotten what I wanted or not.  Sometimes the answer is just going to be “No.”

Some companies plan for the long-term customer

Companies that invest in their employee training programs are building a strong foundation for solid, long-term customer relations.  Businesses can draw people in with flashy sales and low introductory prices, but if their customers are dissatisfied with their customer service after their initial purchase, they’re not going to be a long-term customer. They’re just going to move on to the next “great deal” and restart the cycle. 

What’s behind the higher costs with some companies?  Product quality and sustainability, investment into employee training and continuing education, and philanthropic practices to name a few reasons.

Maybe I’m just getting old and grumpy, but I expect a business/company to value me as a customer — and I’m willing to pay more in order to get customer service that reflects that.  This applies to the television provider I chose, the real estate agent I select, the essential oils company whose products I use on my family, the restaurant we chose for a special family dinner, the CPA I hire to manage my finances and tax returns… the list goes on.

I’m willing to pay more for customer service and quality

There are some things that are just worth paying more for, and professionalism, quality, and attitude are at the top of my list.  I understand paying more for products that reflect quality and good sourcing practices, maybe even professionalism, but it’s a shame that we have to pay more to get a decent attitude.

 

PHOTO Vinicius Amano on Unsplash

 

I appreciate the customer service and business standards followed by Young Living. They understand the need to sustain their customers and do so by using 7 Essential Values. Read more HERE.

Learn more about Young Living Essential Oils HERE.

From columnist to blogger, Tina began writing in 2015. She blends the various bits of her life — professional, entrepreneurial, and personal — and shares her experiences with you. Tina's Coffee Break became the means for her to express herself on seemingly random subjects, but subjects that are on her mind and in her heart at the moment — things we can all relate to many times. Simply put, Tina writes about life’s moments. Tina has managed her court reporting business for over 20 years. She owned her community newspaper for several years where she first discovered her love for writing through her weekly newspaper column, "Tina's Coffee Break." She was a member of her community's town council for six years, the last three presiding over it as president. Drawing from all facets of her life experience, Tina now provides business strategy guidance to others working to build their own success story. A mother of two, wife for 32 years, and businesswoman of 25 years, a piece of Tina is in everything she writes.

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