Customer Service Is Dead Dead Dead!

Unfortunately it does seem that customer DIS-service is more prevalent than actual customer service.  I have seen this time and time again (no, you are not the only one!)  It seems in today's "instant gratification" society that a lot of companies have forgotten that human interaction is still what builds loyalty.

Okay, I'm going to go against the majority of comments here and state that ... most of the time I don't have that problem... I actually find that when I am friendly and nice to them that I receive good customer service in return. Truthfully, I believe that some of the lack of good service is more of a reaction by those in the service industry to being treated so poorly by the general public which makes them stop caring. Plus they are only punching the clock, their livelihood does not depend upon making someone happy, like ours does. I've written (and others here at AR have too) about good customer service experiences. That's a good way to focus on the good ones and give them the pat on the back they deserve. We are all happier when we focus on the positive stuff, instead of the ones that make us crazy. :)

I've noticed mortgage companies loss mitigation calls are now routed outside the US.  Not only are the people difficult to understand, but I suspect they know a limited amount of English therefore cannot possible even route the call correctly.

They have no problem with hanging up on you (oops, did we get disconnected?) to putting you on hold indefinitely.  The other day, my colleague was "on hold" with Litton for 54 minutes!

Customer service will soon be as extinct as dinosaurs.

Lawrence,  I was waiting for you to comment on your local phone/internet provider.  We have Comcast in Southwest Florida and trrying to speak with them is a real test of patience.  Customer service, what customer service.

I have experienced this way too much also.  I will say that I have been nicely accomodated by my local verizon store but 800 customer service is for the birds.  I too am tired of playing the language game just to get to the problem.  I often end up just hanging up.

BTW< I am originally from Monmouth County NJ.  I miss it often.  Greetings.

I agree totally.  I set aside a whole day about once a month just to deal with issues like this.  Ridiculous!  I certainly do my best with my clients.  Hope they notice!  Just remember the best things in life are free... like this beautiful sunset I see out my window...

Here is another way to look at it. Notice your experiences were with call centers and people you can't work with face to face. That can be very frustrating. That is why I believe when it comes to important financial decisions like buying a home or obtaining a home loan, people will want to work with local professionals they can meet with face to face. Professionals that depend on referrals can't afford to treat customers like distant call centers do. That is job security for us!

Great post, and so true!  Every time it happens, I try and use it as a lesson on what not to do.  These failures to serve the customer properly in real estate create opportunities for the rest of us.  People deserve better!

Lawrence~

 

Oh do I feel your pain!  Whatever happened to "THE CUSTOMER IS ALWAYS RIGHT?"  No matter who you are calling, there is a boxing match via phone with the representative on the other end.  Not their problem, they do not care and they are waiting to see how long it is going to take before we start to boil over and get irate.  Yet they have supervisors who can make the decision to extend the warranty, send a new piece and everyone is happy.  NOPE, we are left scratching our heads and moving up the Corporate latter to someone higher then that of whom we just talked to, only we just added 50 more grey hairs to head and after speaking with someone who may actually care about losing a customer gave us what we originally asked for. 

You said it, as Agents, we would be eating out of dumpsters if we treated our clients like this. 

It is a shame we have to jump through hoops to get someone who actually cares to help resolve a problem  that really does not take a brain surgeon to fix!  Good Luck and you can vent anytime!

Lawrence: Ssad- but so true! Every time I have one of those experiences, I always try to take note of how it left me feeling about that vendor/company, so I keep top of mind awareness when working with MY clients. Whatever happened to "Do unto others.."??

So true...........but my eye doctor did replace every pair of eye glasses I broke. He is local. It is a sad state of affairs.

Seems today that companies are all about the money. Realtors can make a difference in that many clients come to us for advice about the community. Make sure the businesses know how many people come to you for advice, and how many people you will tell to avoid their business due to lousy customer service. And write letters to managers and those above the managers. And when you find excellent customer service, praise them and publicize them through your channels.

Soo true. Service is Dead. Some day soon I will write a book on 10 things I learned in 25 years in the restaurant business. Part of the problem is our doing. A demand for convenience has a restaurant on every corner which is filled with employees and managers and general managers. These people are not trained and mostly fend for themselves. Some learn good customer service...most do not. While we complain about poor service we continue to go back to that establishment for convenience (or because we just love to get rotten service). I was amazed at the number of people that would tell me I am NEVER coming back and I would see them the next day!! The places we frequent do not have to change because we gripe but we go back. They give lip service to customer service but the cost to train in their mind is not worth it.

Here is what I would do...one not is complain to the employee. Complete waste of time. I do complain to the manager which is almost a complete waste because the manager is usually swamped and is barely hanging on. I do complain to the complaint desk or a supervisor. If the issue is not resolved I do not go back no matter how convenient it is. That is the only way to spur change is to hit them in the pocketbook.

Do we really seek convenience or good service. The reality is both are rare.

Lawrence

The service industry is going in the crapper, all the more reasons we need to be on top of our game.

Lawrence, great points.  It does seem that anymore good customer service from comapnies seems to be a thing of the past.

Have a great 2008!

I've spent my time in retail.  It's sad to say that, as far as faulty merchandise goes... there isn't much most stores can do, and calling that service number is unfortunately is the first step towards correcting the problem.  I can't tell you how many times I've wished it was otherwise.  The difference is caring for the customer.  Calling that # might be what we as consumers need to do, but when we walk into a store, the people still need to care.