Has Good Customer Service Become A Lost Art?

Growing up I remember hearing the terms “Customer is King” and “The Customer is Always Right.” When I had the opportunity to enter the corporate world, one of my jobs indoctrinated good customer service into my mindset. Their customer service philosophy was to provide preeminent world class service to the customer. Now that I  have my own business, I strive to do the same. I guess that is why  I am at such a loss as to why I am seeing the total disregard for good customer service by some businesses that I have recently interacted with.

 Chances are you’ve either recently dealt with or will encounter the following dis-services:

  • Lead through an infinite maze of questions from a voice response unit (VRU) only to have to repeat the information again when you finally speak with a live person.
  • Not asked to be placed on hold then have to listen to dead air while the employee searches for information to resolve your issue.
  • Have an employee provide the wrong information to your question.
  • Have an employee disconnect from your call for no justified reason.
  • Wait in line while only two registers are open, knowing there are employees available to open another lane.

There can be a myriad of excuses provided by the businesses as to why the above incidents occurred. The bottom line is that they shouldn’t have occurred in the first place. In a society that expects Tiffany quality, Amazon service and Wal-Mart prices; poor customer service can be the kiss of death for a business. Businesses spend a lot of money in marketing to gain new customers. They need to do the same to ensure their current customer base is satisfied.

Although your customers won’t love if you give bad customer
service, your competitors will. – KATE ZABRISKIE

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Barbara Goldberg

Business Operations Strategist at Back On Track Solutions
With over 15 years of corporate experience within Fortune 500 companies, Barbara Goldberg now brings world-class customer service to the small business community. An avid sports fan, Barbara likens her passion, focus and strategy to a crew chief guiding a race car driver to the finish line. Barbara will analyze, evaluate, distill and then solve the problems challenging business owners, allowing them to get back on track to servicing customers.

With over 15 years of corporate experience within Fortune 500 companies, Barbara Goldberg now brings world-class customer service to the small business community. An avid sports fan, Barbara likens her passion, focus and strategy to a crew chief guiding a race car driver to the finish line. Barbara will analyze, evaluate, distill and then solve the problems challenging business owners, allowing them to get back on track to servicing customers.

Posted in Customer Service, Small Business Tagged with: , , , , ,
  • Great reminder, Barbara! This month’s focus on my blog is customer engagement, which is more than just building depth in relationships with your target audience. What we must keep in mind is that a focus on premiere customer service is the first step to getting your foot in the door with anyone. I believe that when (using your example) we provide Tiffany quality, and Amazon service, for the ideal client, price is no longer an issue. With the right approach, your potential clients will self-select and pre-qualify for your services, weeding out the tire kickers you don’t need.

  • Great point Shannon! I believe that many business owners put too much efficacious on price and forget about the other two very important components of customer service. With a little change in mindset, the potential ideal clients will roll in. – Barbara

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