Where did all of the Customer Service/Communication go?

	Where did all of the Customer Service/Communication go? My boyfriend and I talk a lot about the lack of customer service with almost every company. In this age, when everyone has a smart phone and email sitting in front of them 24/7, why does it take longer and longer to get responses as the communication technology gets better? No one stands behind their products anymore. I think it's laziness, people complain about their jobs, yet those with jobs don't do them! In my job I have a tight knit membership I deal with on a daily basis. Each member is essentially a boss of mine. I get back to them a.s.a.p. when they call or email me. Even if I don't have an answer immediately I let them know I am working on it. People seem so lazy these days when it comes to working and when the company realizes they have no output and fires them, it's like they're shocked! I guess my question is; why do those that strive to have the latest and fastest technology not use it for what it's made for? They have no qualms or hesitation updating a stupid facebook status about what, where and how much they paid for dinner, but when it comes to business and answers they don't seem to get the call or message. I recently contacted a company to let them know their website was inaccurate and instead of taking 2 minutes out of their day to contact me and say thank you, they just altered the website. I emailed them again to say "you are welcome" still no response. It's total BS when people say they are too busy! I'm not buying it so I wish these crap companies would stop selling it! Thanks for humoring me! The point is, acknowledgement. You don't need to respond to every mindless email, if you are a big corporation you should at least have a generic "do not reply" email. The difference in my job is that I can't hide behind a phone or have a bad day because I will eventually come face to face with that person on the other end. For those that think it's ok to be an idiot when dealing with customers, you never know who is on the other end and what they could do for you. I have a friend who had a crappy customer service job, that put on that happy face and it paid off. They liked the way she stayed calm and listened to the issue and he was so impressed he offered her a job making three times what she was currently making, just to represent the company. So to those lazy people with bad attitudes you have probably or will probably miss a great opportunity cause of your bad outlook, not me though, I keep my cool and stay positive... Good luck to the half-assers of th Asked By: K Golf - 4/1/2012

Best Answer - Chosen by Asker
I agree in part with what you say, but there are companies that still make Customer Service a priority. I am a Customer Service Supervisor for an online company, and I make sure that Customer Service issues are dealt with in a prompt and courteous manner whether it by phone, email, or chat services. Phone and chat issues are answered at hand, and emails are answered typically within an hour unless the issue has the merit to be escalated outside my authority which rarely happens. You will find that most companies will not respond to a Thank you or You're Welcome email because it can then cause an extended loop of short emails of little to no relevance. This in turn becomes inefficient and uneconomical. I always advise my staff to answer the Thank you emails to acknowledge the appreciation. However, 'Your Welcome' emails and emails that are addendums to previous emails are typically deleted. Your welcome emails will almost always get replied with the end of our previous emails which is something to the effect of 'Thank you for your email. Please feel free to contact us with any other questions or concerns'. When this email is sent, customers will on occasion reply with 'I will' or something to that effect. This is where the loop comes in because with that logic, we would have to reply to every email, and there will be a customer who responds to every email even when 'no response needed' is used. I hope this provides some insight to your situation from an outside perspective. It is not that we're lazy, or that we don't believe all emails are important. Everything is about efficiency, metrics, and synergy, and making sure everything is used to it's fullest potential. Best Regards, Taylor Answered By: Rusty Shackelford - 4/1/2012

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