Are retailers/service providers really concerned with customer satisfaction anymore?

Question

I find that I spend an awful lot of time sorting out problems with my cable and broadband provider/gas and electric company etc. not to mention wrongly delivered goods/incomplete goods etc etc etc. What's more, their so-called customer helplines make being unhelpful into an art form and can be so rude to you, the paying customer. I have to say that things are much the same before they have secured your purchase, in many cases. Have you tried asking for advice in an electrical store recently? Is the philosophy of customer-satisfaction just a token gesture nowadays? Why and how do these companies continue to generate huge profits despite essentially poor consumer-relations (regardless of what their 'surveys' show)?

Answer 1

NO they are not, as a whole concerned ,
about us their retail customers .
This is very short sighted ,as we have seen many ,
previously high, profit making businesses,
that are
are now going "to the wall"
Because of their cavalier attitude to the customers

It is a competitive world and eventually people ,
rebel against this off hand treatment
and take their custom else were ,
for better service and support

Then the huge profits made,
from their poorly served customers ,
will fall and they will be no more .

When we are treated ,with this contempt and indifference ---
We should all "vote" with our feet !!!!!

>^,,^<

Answer 2

Both the Dem's' and re pubs' can rarely agree on anything even when they want the same thing. Unless you go to c-span you will not see much coverage of third party candidates. Large corporations make huge contributions to candidates they support,you are limited in how much you can donate to a candidate personally. Corporations set up committees and groups to support and fund candidates. The latest bankruptcy laws were written by the banking industry for congress to make into law and it bit them in the butt. The other problem is that some people vote for 1 party all the time,either because they support that party all the time and believe it is the only party to do whats right,or they are dissatisfied with the other party for some reason. Both parties want it their way and will compromise some to get their way. If what I read on the Internet last night is even half true,this election may not matter anyway. If we have another attack like 9/11 or a major disaster before the elections F.E.M.A . will take control and George Bush will become the true power of government. If it happens after the elections and before the new president takes office,I don't know what will happen. G.W. signed an executive order for the continuity of government and F.E.M.A. will take over and suspend the constitution and the President will be the unity executive. Congress and the Supreme Court will still exist but will have very little voice,the President has the final say in all matters. There was also another site talking about the formation of the North American Union (Canada,U.S. and Mexico forming a union like the E.U. and the U.S. Constitution will be gone.

Answer 3

Well rocket, there may be many explanations...many reasons...
1.In countries where there are lots of competition in an industry and the service industries are matured, firms try to differentiate by providing high quality and thats why due to competition its not true that such costs will also charge more...they provide quality to survive......But in cases where the service industries are not so mature, they don't have to bother about customer.....its demand and supply game.. they supply and demand is already there...who cares about quality?
2. In some cases even in matured markets, some firms provide so cheap low cost versions that they don't provide quality and they explicitly state that in their communications to customers.
3. Still if they claim to provide high quality but are not providing it, its is the management problem. Such firms in mature markets in long term will lose customers always.
Now pick up your case.
WHAT CAN YOU DO TO SOLVE YOUR PROBLEM?
If your case is no.3 and you expect high quality- shift to another firm or if switching cost is high then complain and keep on complaining to the top management. If its a good firm they will listen or else drag them to the consumer courts.
MANY A TIMES BECAUSE OF OUR DIDN'T MATTER attitude even good firms don't provide what they claim. But, once they understand that customers too have power they will be more responsible towards customers like you....
Let me know your view......

Answer 4

"Customer service" seems to be a euphamism for damage limitation for when things go wrong.

The only reason large companies with poor customer relations make big profits, it that people put up with poor service and take it for granted.

I do not. If I get poor service and am dissatisfied, I vote with my feet and take my business elsewhere. This applies to all businesses; banks, shops, utility companies, transportation, you name it. If more people did this, the bad companies would go bust in no time.

Answer 5

I think it depends on the store. One place I buy music from has got such great staff I travel 20 miles to go there rather than the one in my town. Some places are really strong on customer service.

Answer 6

It depends upon their marketing strategy. Quality retailers who do not sell on price will invest in customer satisfaction and provide the back up this needs. Outlets that sell by tying to be the cheapest will strip their costs to the bone employing pushy spotty faced salespeople who will tell you anything to sell you anything.

Answer 7

todays "free trade" society is obsessed with products of all kinds. most people feel pressurised to have most products because it is "cool" or "socially acceptable" to have them. in the capitalist world this means that many more products are becoming essential like water, electricity and food. this means companies can charge you whatever they want and not worry about customer service as much. that s my hate fuelled explanation anyway!!
lol!!!