Shel continued:
I'm not looking for guarantees, but I do have an expectation of a certain
level of service. That probably stems from my background. Pretty much my
whole family was in a service business at one time or another. Plus, I
grew up in the era of trust and respect.
Sure, many here are looking for a low cost, reliable purveyor. That's
what
buying on line is all about. However, when it's time to "interface" with
a
real person, it would be nice if that person possessed knowledge, skill,
common sense, and a friendly, helpful demeanor. The entire process starts
going downhill when you're on interminable hold listen to a message every
few minutes that says "Your call is important to us." Well, if the call
is
so friggin' important, pick up the effin' phone.
Staffing of customer service calls has become a science. In order to
apparently provide a specific level of service for their customers,
companies have learned:
- how long a wait is too long
- what is the level of knowledge their responders should have
They address the first by staffing levels
They address the second by staffing training
High levels of customer service cost money. We've already told them we don't
want to pay any more. Companies now are trying to walk the narrow line
called cost effective customer service. Go below the level and your lack of
service drives away customers. Go above the same level and your increase in
costs either makes your sales unprofitable or prices too high - again
driving away customers.
WE did this when we turned our backs on the small, local, expensive, high
service provider stores and move to their lower priced competitors. This is
for any product that can be commoditized. Know any small businesses that
successfully serve any but a niche market?
For years, I've tried to patronize small local stores, often paying a
premium to do so. I seem to be in a very small minority. Where I live most
of them have either gone under or been bought up by national chains. All
too often, this means that now when I actually need customer service, it
really isn't available or I have to almost scream for it.
It's our fault.
Larry in Dallas
