Is customer service dead? I've asked this question over and over for the past couple years. With the exception of my recent experience at Black Angus, most of my encounters with service people has been all but exceptional. What could it be? Is it that more people are just generally unhappy nowadays? Are companies not emphasizing the importance of service? Do people just not care?
I don't put all the blame on the person providing the service. Nowadays, it's not uncommon for a customer service rep to have more than one responsiblity. Sometimes they are just given too much to do which leaves the CSR feeling overwhelmed and stressed. Companies are expecting more from their CSR's and want more done in less time. This may produce feelings of resentment in the CSR's thus leading to negative attitudes towards fellow co-workers and even customers. I can certainly relate to this.
When I was a Store Manager for Wet Seal, there were days when my To Do list was so long that all I focused on was getting things done. My service to customers sometimes suffered and sales dwindled.
In retrospect I realize that if I had focused more on service, my sales would have been higher. What company doesn't like more money? It probably would have overshadowed the fact that I didn't get anything done :)
So, back to this idea that customer service is dead. Who is to blame? Is it the company that wants more done? Or is it the CSR who can't focus on what's most important? Things that make you go Hmmmm.....
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