Has Customer Service, "Left the Building?"

by AllanWM

Posted: 13 years ago 13 replies

INTERNET MARKETING

Please forgive me, this is just a good old fashioned RANT.

Where has the customer service gone? Of course, I am painting with a broad brush and I have found examples of great customer service out there.

BUT, yes a very big but, the examples of terrible customer service are far too frequent. No names to be mentioned, but some 'big-name gurus' are guilty of absolutely atrocious customer service.

Support tickets not answered, poor attitudes, non-friendly and BS answers are a few examples of the bad behavior.

Have some of these folks forgotten about the importance of customer service or are we in an age where customer service just doesn't matter any more?

Ok, rant over. I would appreciate your view and input on customer service.

Please, if you have found an example of great customer service, call it out here. That person or company surely deserves the recognition.

Thanks and take care,
Allan

#customer #left the building #service

NestZone 13 years ago

Every thing this days is being OUTSOURCED arm sure the customer service has been outsourced to one remote part of the Arctics.
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Giftys

13 years ago

I'm one of the old guys in here. I've seen the decline of overall ethics and morals in our country through the years. It would stand to reason that a lot of what you're seeing with regards to customer service is a reflection of this.

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AllanWM

13 years ago

Originally Posted by Giftys

Unfortunately, I must agree with you. Darn shame.

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LooseChange

13 years ago

Originally Posted by Giftys

I guess being in my early 40's would make me one of the "older guys" here also and I completely agree about the deterioration of ethics over the years.

This new breed, I call them the Facebook generation are the worst by far. They all want to start out at the top, they have little or no work ethic, they want everything handed to them.

When I was growing up, we didn't have $100 sneakers, $200 iPods, $3000 macbooks, iPhones, Xbox, Wii, designer clothing that looks like a bum wore it. I had to WORK if I wanted any of those things and I did work at Publix, Dominoes, etc.. The problem with the US is that parents are up to their eyeballs in credit card debt trying to keep their kids fashionable. In return, the kids are spoiled, expect everything handed to them and have no clue about the value of a dollar.

As for customer service, it's either outsourced or companies hire these lazy kids who would rather be playing games on Facebook than answering customer calls.

Since I am an "older guy" with money, whenever I encounter poor customer service, I make sure to contact a supervisor and play the "squeaky wheel" game to get a discount or switch my service to another company. That's one reason I have T-Mobile and not ATT and why I have Brighthouse, not Dish Network anymore. The companies with poor custoerr service lose my business.

One thing I have to admit is most of the CS reps from India that are outsourced are actually decent people trying to do their jobs despite the language barrier. I'd much rather talk to them than some spoiled brat who could care less abut their job because mommy and daddy will cover their bills.

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Giftys

13 years ago

Originally Posted by LooseChange

That's one reason I have T-Mobile and not ATT and why I have Brighthouse, not Dish Network anymore. The companies with poor custoerr service lose my business.

The sad thing is, even mega-huge companies like Google have some of the worst customer service you've ever seen. I've ranted about this before in here. I've spent tens of thousands of dollars with them and they won't reply to one single e-mail or phone call. I even hand-typed letters on letterhead and sent it to several top managers. NO REPLY! - Not one single reply.

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J R Salem 13 years ago

Agreed. It seems everything is being automated, and that is why this may be happening.

Its like people "dont time have" for customer service.

It almost seems better to work with someone who may not outsource, and may take longer, but will provide top notch service.
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- Christophe Young 13 years ago
  
  It's too easy to put up a website, take someone's money and then forget about customer service. No ACCOUNTABILITY!
  
  It's a shame that this is so common. I've always had great customer service and handle things personally. I wouldn't have it, or accept it any other way.
  
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AllanWM 13 years ago

Wow, the customer service issue continues to grow and fester, quite alarming and disheartening.

On a positive note, I would like to recognize three fellow warriors that have provided me with excellent customer service - quite superb.

1. Ash - ashbeats his thread can be found at ProxyGoblin

Ash spent quite a bit of time, including the weekend, solving some issues for me. He was courteous and very responsive.

2. Oscar - OscarH his thread can be found at Host The Name

Just visit the thread and you will realize quite quickly that Oscar has knack for customer service. He has allowed me to pummel him with email and PMs. Oscar remains respectful, helpful and responsive. A+ for customer service for Oscar and his staff.

3. Fabian - Fabian Fuller his thread can be found at DL Roundup 2

Fabian also spent quite a bit of time with me. He was courteous and responsive, it was a pleasure to work with him.

These fine Warriors receive a customer service Gold Medal from me. Visit their threads and get to know them, you will enjoy the experience. You too will be refreshed and soon realize that customer service is not dead.

Kudos to Oscar, Ash and Fabian - keep up the fine work.

Thanks,
Allan
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- JR Consulting 13 years ago
  
  Customer service hasn't left the building, it's just moved to Twitter. Well, in the world outside of IM anyway. It seems like most IM "gurus" hardly use Twitter, and if they do, they only use it as a one-way link blasting fest.
  
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mediaspree 13 years ago

I called my ISP about an internet outage. Being an IMer this affects my ability to business. The young man who handled my call joked that I should get off the computer and go play a board game instead...I know he was just trying to lighten the mood but when I have orders to fill I expect a certain level of professionalism.
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CDarklock 13 years ago

Originally Posted by AllanWM

Where has the customer service gone?

It's over there, in a box.

The beast stops at Swindon, Chabrol stops at nothing, I'm having treatment, and La Fontaine can get knotted.
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"The Golden Town is the Golden Town no longer. They have sold their pillars for brass and their temples for money, they have made coins out of their golden doors. It is become a dark town full of trouble, there is no ease in its streets, beauty has left it and the old songs are gone." - Lord Dunsany, The Messengers
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ajspencersolutions 13 years ago

Customer service is something that deserves the proper attention. Unfortunately too many marketers only care about their own success and not the success of their customers. The term "Profits Over People" rings true in IM and many other areas of business. Its the attitude that I will make my money no matter the consequences to other people or the environment. I think that its not too hard to find the answers to people's questions especially with access to a resource called Google HELLO! If you don't know the answer, find it and share it with your client. Maybe laziness has something to do with it as well. The people who treat their customers the right way and give overdeliver their on their products and service are the ones who are the most successful. My friend Paul Counts does all his own C.S. and responds within 24 to 48 hours and he is making tons of money. He has been successful because he cares about helping other people. Help others and you will help yourself.

Peace and Love,

Anthony Spencer
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- mounds 13 years ago
  
  I'm tickled by the fact that many young people neglect customer service. Makes me look good
  
  -Tim
  
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