Archive for February, 2011

No Customer Service for the Regular Folks – Enough Already!

February 8, 2011

Customer Service for the average citizen and consumer today may be summarized in three phrases:  One size fits all, get in line, and do it yourself.

One begins to wonder just who is behind the continuous dis-improvement of the products and services offered up by both government agencies and businesses.  Try calling a government agency and see if you can reach someone that even cares about your problem, or can even understand your problem, much less someone that can actually solve your problem.

And don’t look for relief amongst the commercial interests of the free market.  Just try to get someone on the phone (forget ever going into a business PLACE to get service) that can speak English well enough to be understood.  If the customer is #1, why can’t we get customer service after the sale?

There are exceptions, of course.  One I know of is USAA.  I have several accounts with them, and I have never had a problem with customer service with them.  They are friendly; they are Americans; they seem to care about my problems; they always solve the issue and communicate it in a way I can understand.  — AND THEY MAKE A PROFIT!!

So if USAA can make a profit while providing superior service to every customer, why can’t other businesses do it?

It seems to be either a matter of pure choice, or perhaps certain the government provides businesses with certain incentives to hire minimally trained, broken-english-speaking foreign workers to provide customer service.

No doubt some business managers are scared to death they might spend a penny more than they have to for customer service.  And I am certain that there are government-subsidized incentives to encourage them.

But what do we do about it?

One thing we can do is to speak out against it.  Refuse to accept it.  When we get a customer service rep on the phone that cannot speak clearly, or does not have the ability to help you, or the desire to help you, demand to speak to a supervisor.  There’s the old-fashioned letter to the editor, or to the Company President.

It’s time to stand up to the continuous minimalization of service birthed by the World planners.  Whether it’s TQM, Peter Drucker, ISO 9000, or whatever other program that’s behind the destruction of decent society, we’ve had enough of it, haven’t we?

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