Customer Service

[GoodWitch58]

the video about United breaking guitars got me to thinking again about what I perceive to be a trend toward "no customer service" attitudes in many businesses today.

So, I wonder: is customer service something that is valued by business owners today? Is it stressed to the employees? is there a training program for it? would businesses pay for training if a good program was offered?

I see such a lack of attention to customer service in so many places...from the baggage handlers throwing the guitars...to cashiers having a conversation with a co-worker while checking out groceries; to no sales people available in a retail store; to long lines in "big box" stores; to restaurants that employees wait staff who are inept and oblivious; the repairman or woman who doesn't show up on time, and never calls...the list is endless.

What do you all think? Is customer service no longer a valued idea among business owners?

Of course there are those places that stand out because of their service and I am not speaking of those--I am interested in the trend.

 

[scooterbug44]

I cannot speak to all customer service trends, but was reading an article the other day about how many restaurants are severely stepping up their customer service training because at the end of the day in this economy people care more about how they are treated than the food.

My thoughts on customer service are basic - treat me badly or act like you don't care about my business and I will make sure you are not in the unfortunate position of having to take my money.

Part of this is just how I was raised - hard to deal w/ the corporate or mall mentality when you are used to great customer service at local businesses.

And part of it is the high standards beaten into me by the mom & pop bosses I worked for.

 

[Susan Horn]

I bet in general customer service tends to better with smaller companies, mom and pops, than with the big chains where employees have no connection with owners, owners have no connection with customers (except the vaccuum hose to their wallets), and there is no accountability. The big companies may value customer service, or pay it lip service, but until there is true accountability from Joe Customer all the way to the top, I don't see it having a big chance of improving. So I do biz with smaller firms whenever possible!

In our small biz, by the way, we place a very high value on customer service and satisfaction, and while we don't have an official training program, taking good care of our customers is what we're all about, every day.