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One of the biggest complaints customers have against businesses, large and small is “LOUSY CUSTOMER SERVICE”
We have all had the experience of being left hanging on the phone while just trying to get some simple information, or waiting to hear the voice of a live person who can answer a few questions. Recently, I called the U.S. postal service on a working day to see if I could get some information on sending a package to the U.K. Believe it or not, I got a voice mail message telling me to leave my name and phone number and some one would call me back.
I COULDN’T BELIEVE IT! I was out-done, flabbergasted! You mean to tell me that a gigantic operation like the U.S. postal service can’t afford to hire enough people to answer the phones on a regular working day!
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A few weeks ago, I ordered some information from a small mail order company. The order information said that if I sent a check that my order would be delayed until the check cleared. So I sent cash ($16.00). I still didn’t get the order for three weeks. When I got the order it was only three pages of information, I don’t know how you see it, but I call this poor customer service.
WHAT’S THE PROBLEM?
Why does there seems to be so many companies that don’t have a clue when it comes to serving their customers? Why is it that large businesses such as airlines, hotels, car rental companies etc. make the customers jump through hoops just to use their services?
Perhaps some of the companies have grown so big they think the public has no choice but to do business with them. Whatever the reasons may be, poor customer service is bad for business.
I could go on and on giving examples of my experiences of poor customer service. But I’m sure you too could tell poor customer service stories of your own.
The point is, when we spend our money to purchase a product or service, we all feel that our business should be appreciated. In most cases, when we receive poor customer service, we simply take our busine