Why is customer service now days becoming soo bad??

Question

For instance...I am dealing with a company that I have to call every day to make sure they are actually doing what they are supposed to. If I dont call...I get the answer oh I havent gotten around to it...I understand you are dealing with a lot of customers...but the reason i am waiting so long to get something approved is because you are busy ? come on! Im very polite...and its regarding a mortgage approval and lot is riding on these...If I have all the paperwork down to a T then I shouldnt be given the answer Im too busy

Answer 1

The main problem with customer service is the lack of a company to have a standard in place in which they are meant to follow.
In manufacturing companies (for instance) if you are certified to ISO standards you are obligated to maintain a certain level of customer service and satisfaction. You have to measure it in order to keep your certification. They deal with many customers but manage them well because they are guided under a standard. All companies should have to operate this way. Some manufacturing companies also fail here (hello ford and gm) anf then their entire system fails and they get over run by the competition (hello Toyota).

Answer 2

The main problem with customer service is that it is a low paying job that puts one in a position of having to put up with a lot of "ship".
While it is true that no one is forced into customer service, the conditions are getting much worse as companies are becoming more and more "customer" oriented. As a result, companies give away the farm in order to keep customers.
For example, while selling clothes for Riche's Department Store, as per company policy, I had to accept year old underwear as a trade for new underwear(both purchased at Riche's) because the customer thought "the underwear is not holding up as it should."
This is not an isolated incident. Things like this happen on a daily basis.
Not to mention the fact that customers are generally a pain in the @ss. I guarantee you, that if everyone were forced to work the other side of the counter, businesses would not have 90% of the problems they have now.


Comment regarding Additional details. You are dealing with incompetence, not poor customer service in general.

Answer 3

I've been working retail for years now and I guarantee it all depends on your own attitude and expectations when you talk to them, and how the person before you acted. For every one rude customer service employee you see, there are about 50 rude customers. Take a walk in their shoes, long hours, low pay, listening to complaints all day, how would you feel? Try greeting them with a smile.
And remember, that person behind the desk doesn't make the rules, in most places the manager doesn't either.
Of course, sometimes we just like to argue.

Answer 4

Our world has become much smaller with the ability to easily communicate internationally, because of this domestic companies have been forced to become much more efficient in order to remain competitive with nations that can take advantage of less expensive labour. A result of these efficiencies is more automated menus, overworked employees, and fewer systems in place to handle customer problems. Consumers speak with their wallets and Wal Mart's success is a clear indicator that the main focus of customers is price rather than general experience.

Answer 5

They have to deal with a lot of stupid questions and mean people and then they take it out on the nice ones. It's the circle of life.......

Answer 6

It hasn't changed.

It is worse in NC, you are required to go through an attorney because it is so complex legally here.

I think we just notice it more.

Answer 7

Everyone is frustrated. They are over worked and under paid and probably feel unappreciated. And they just dont care.

Answer 8

"you're call is very important to us....................."

if it was, a person would answer, not a machine