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SVTPerformance's Chain of Restaurants
Road Side Pub
Customer service these days...
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<blockquote data-quote="CobraBob" data-source="post: 16974428" data-attributes="member: 6727"><p>Covid changed customer service forever. Work-at-home policies removed much of the worker accountability, and supply chain issues, product quality issues, etc. abounded. Before Covid, the customer was "always right" and customer service was paramount to a company's success. But staff reductions and the reduction of worker supervision led to horrific downgrading of customer service. Case in point. The local sprinkler system company I was using back in 2019-2022 was high on customer service. It was a family business with a staff of excellent workers. That changed in 2022 when the owner gave the responsibility for running the day-to-day business to the office staff. Customer service got so bad (phone calls never returned, etc.) that I switched to a new sprinkler service that to this day is excellent all around. I left a message with the first company's owner stating why I was dropping them. Soon after, he left a message saying that he understands the problems with their office staff and that he was in the process of replacing them all. I no longer see that company's trucks around. ??</p><p></p><p>I find that most customer service departments are either outsourced (overseas) or inadequately staffed. Seems today that too many younger adults don't want to work a regular full-time job or deal with customers. They'd prefer to work an easier job and live with their parents. I have noticed that Amazon appears to take customer service very seriously and it is very rare that I am not completely satisfied when I have an issue with a purchase. Amazon is doing a good job IMO. eBay, on the other hand, is horrible when an issue involves the seller. The representative will document the seller's issue and "forward it to the appropriate department" for action, but you cannot connect with that department yourself and they will not inform you of the decision made. And they won't in many cases notify you as to whether or not your complaint has been resolved in your favor. So it can take multiple phone calls/appeals to get an issue (hopefully) resolved. Crazy! So yeah, customer service across the industries has really nose-dived. Sucks! There are, though, still some companies who put an emphasis on exemplary customer service. So it isn't all doom and gloom. But overall, it's not good.</p></blockquote><p></p>
[QUOTE="CobraBob, post: 16974428, member: 6727"] Covid changed customer service forever. Work-at-home policies removed much of the worker accountability, and supply chain issues, product quality issues, etc. abounded. Before Covid, the customer was "always right" and customer service was paramount to a company's success. But staff reductions and the reduction of worker supervision led to horrific downgrading of customer service. Case in point. The local sprinkler system company I was using back in 2019-2022 was high on customer service. It was a family business with a staff of excellent workers. That changed in 2022 when the owner gave the responsibility for running the day-to-day business to the office staff. Customer service got so bad (phone calls never returned, etc.) that I switched to a new sprinkler service that to this day is excellent all around. I left a message with the first company's owner stating why I was dropping them. Soon after, he left a message saying that he understands the problems with their office staff and that he was in the process of replacing them all. I no longer see that company's trucks around. ?? I find that most customer service departments are either outsourced (overseas) or inadequately staffed. Seems today that too many younger adults don't want to work a regular full-time job or deal with customers. They'd prefer to work an easier job and live with their parents. I have noticed that Amazon appears to take customer service very seriously and it is very rare that I am not completely satisfied when I have an issue with a purchase. Amazon is doing a good job IMO. eBay, on the other hand, is horrible when an issue involves the seller. The representative will document the seller's issue and "forward it to the appropriate department" for action, but you cannot connect with that department yourself and they will not inform you of the decision made. And they won't in many cases notify you as to whether or not your complaint has been resolved in your favor. So it can take multiple phone calls/appeals to get an issue (hopefully) resolved. Crazy! So yeah, customer service across the industries has really nose-dived. Sucks! There are, though, still some companies who put an emphasis on exemplary customer service. So it isn't all doom and gloom. But overall, it's not good. [/QUOTE]
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SVTPerformance's Chain of Restaurants
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