I think somewhere between the age of Baby Boomers and Generation X we lost touch of what good service really was. Maybe it was the tech that came out of no where, who knows? But somewhere along the lines we lost “good customer service”.
I remember my mother telling me about her father who would leave a penny tip if the service was bad. Anyone that has worked in the food service industry understands that most waiters/waitresses live mostly on tips, so a penny really does not go nearly as far as a dollar would. I wonder how well the service ratings would change if people actually thought back to what good service really was and changed their ways.
Most people are concerned with sales and how much their bonus will be. What happened to keeping the client happy, doing what your service strives on and overall doing a good job? I think people have gotten out of touch with what really matters. Its about the person paying for the service rendered. Its about rendering a service in full, not partial, not half assed, in full – what they expect when they order & pay for.
Another short rant about a company – Lands End. I ordered two items with them, got both on a great sale they promoted and saved almost half off. I had an issue originally with the tracking of the shipment – the day I expected the items to arrive on a Thursday, that same day I get an email notification that the item was shipped to the local post office. WHY?! I contacted them via live chat (easy since I work and can multi-task). They asked for my address, I gave a partial as it was an unsecured chat session. The person on the other end treated me like a jerk because I refused to give my home address, online, to a total stranger. She could have easily looked up the information seeing as I gave her my customer ID#. A second issue cropped up once I had to return one of the items. It was like a constant loop to try and get anyone to help me, and they attempted to up-sell me 7x over.
What the hell is going on in the world that sales are more important than customer satisfaction? I am guessing somewhere along the lines we as a whole became confused, absorbed and slowly gave up. Business is business and pleasure is pleasure, but somewhere along the lines many people forgot how to live. If we could just get those evil corporations to take charge and do what customers would prefer it would be great.
I think for the first time in my life I am 90% content but I still see so much that could be better. I work hard, I play hard, I relax hard. When it comes to customer support I can say without a doubt in my mind, its amazing. I just wish other places felt the same. When it comes down to those that chip in for your paycheck, you want them happy, not just barely stringing along as if they have no other choice but you. That is not good service, that is lazy service.
