“Customer service nowadays is out of control. Something needs to be done.”
These are the words from my boyfriend who has been experiencing as of late quite a bit of the woes in customer service. Did he forget who he was talking to? Do I not know that something needs to be done? Isn’t it time for a revolution?
“I know. I know. I’m working on it,” I said. As if I had the ultimate power to make all these bad experiences go away. Sometimes I do wish I could play genie and *poof* - make it all go away.
All I can do is keep typing away at this computer - hoping that people will spread the word and more businesses will wake up to realize that yes, providing great customer service is the way to build a successful business. Unfortunately, many Big Clueless Companies (Mary Schmidt’s words) have their heads stuck so far deep in the doo-doo that they’ve created (ahem - AOL) that there may not be a way out for them. However, it would be nice to see them make a change for the better. That would certainly make history, right?
I know that things aren’t going to change overnight, but like I’ve said before, I feel that change is definitely in the pipeline. We’ll get to that Customer Service Heaven that I’ve been dreaming about. Even if I have to write on this blog for the rest of my life!
I've thought a lot about this (obviously) And, just how can the BCCs get a clue? The solution may well be they have to "get small." And, I don't think most of them could make that drastic change. What if, for example, Comcast had franchises and let locals run the show? Methinks Joe Bob and Billy Ray - being right there, living in the town, up close and personal with their own customers - would do a much better job. (And, they could can those ridiculously expensive marketing campaigns that aren't back by actual service.)
Hmmm...I feel another blog post coming on! ;-)
Posted by: Mary Schmidt | August 30, 2006 7:47 AM | Permalink to Comment