I have been holding off on posting this blog, because normally, I don’t write these types of Blogs, but I after a few issues with a couple of companies this week I felt compelled to. Lately, I feel like asking myself, “is the customer still king or have they been dethroned?”
I tend to agree, with how Wikipedia defines Customer Services as:
Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
For myself, I have noticed customer service lacking in the majority of companies. And some will tell you that this is a disconnect between executive and middle management and customer service plans/policies or is that a cop out. Let’s face it companies are cutting costs and one of these ways is in the way of resources aka: workers. By keeping employee count down or outsourcing; companies can save the company money. Let’s face it, in the last 10 to 15 years, how many companies have outsourced their labor to China, India, Mexico, or the Philippians. And is this ethical? I will let you answer that one. I am not going to blame other countries or their people, because “they” need to make a living to just like you or I.
How many times have you had an issue and received no results? Let’s say, with your cellular company, for instance. I had an issue with my Verizon phone, so I called customer service and we troubleshot for awhile. They determined that my phone needed to be swapped out and Verizon would send a refurbished phone out in two days. After a week, I called back, to ask where my phone was. I was informed that my phone was out of warranty by a couple of days and they could not do anything, but purchase a new phone. I forgot to mention that this was my 3rd replacement phone in a year, I pay monthly for the warranty, and have been a loyal customer for 10+ years, and no one could call/e-Mail and tell me this. BTW, Motorola rectified the issue and sent me a replacement phone, so kudos to them.
And unfortunately people are the same way; especially when it comes to job recruiters. With unemployment going up and not down, there are millions of people looking for work. I realize that recruiters are being bombarded with e-Mails, phone calls and resumes on a daily basis, but when we make money, you make money. It is a pretty simple concept. I had a situation last week, where a TEK recruiter and I had e-Mailed back and forth, about an IT position that was available. It was a good fit, but the salary was embarrassing low. I asked if the company would be willing to increase the salary range a bit. I never heard back from the recruiter again. Later, I called another recruiter, in the same office and asked if their e-Mail server had been down. He said no and that the recruiter I dealt with didn’t feel the position was a good fit. What I was wondering, was why she didn’t have the courtesy to e-Mail me back? Was I just supposed to figure this out on my own? Was I supposed to contact Dion Warwick and her Psychic Friends Network?
This is common place these days and as client, customer, or person; you are just supposed to accept it and deal with it. I feel that there are no repercussions these days and no one takes responsibility; especially when it comes to poor customer service. I, like you, have hundreds of these stories and I’d love to hear them, as well as share them. I feel that people either do not care or you are not a priority to them. If any are out there and could offer a valid explanation, I’d love to hear it, as well. Please feel free to comment. I hope I have not bored you too much. I had a lot of fun writing this one like all of my blogs. I trust I have given you some valuable things to think about. So next time, remember the “Golden Rule”, if someone tries to reach out to you, remember how you would feel if you were on the receiving end.