Really?
Use the comment space on this post to share your thoughts and feelings about any changes you've experienced (during the last five years) from the perspective of a customer or that of a Customer Service provider.
If you prefer to remain anonymous, you can click the 'anonymous' button on the comment page or send the comment to me in email. I will withhold any disclosure of your identify.
Thanks!
Kenda
Wild about Jeopardy! Is that YOU Max?
About NRG Communications
- Kenda Swartz Pepper
- Santa Cruz, California, United States
- I am the founder of NRG Communications, and have been working with Customer Service Reps and Leaders since 1989. My training organization, NRG Communications, caters to helping CSR's find ways to dealing with the Toughest of Tough Customers and for creating a positive customer experience. Check out www.nr4g.com for more information.
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11 comments:
This in from a colleague:
I took your poll and voted that it has declined for the reason that our society has turned into a "I want it all and want it now" mentality not all b/c of the "me me me" thought process but b/c of technology where we now expect so much and expect it quickly!
This just in from a service provider:
Just took your poll- I think technology that has people constantly connected- making them constantly available no matter the hour has gone a long way to stressing people out to the max. Amazingly people allow the technology to control them not the other way around. Without enough down time nerves are frayed.
I think the popular culture is much coarser too- the social niceties seem to have gotten lost along the way.
I voted Improved on both.
The reason being is that almost everywhere that I go now and need help, I'm getting it. My thinking was that they need your business and what you to come back.
Geographic location: California
As for the consumers themselves, they have become more and more demanding as the economy tanks, and they have this sense of entitlement that's so prevelent in today's youth....it's never their fault, and accepting ANY responsibility is a foreign concept to almost all of them.
The off-shoot of all this is that more and more the issues are not getting resolved to anyone's satisfaction....there's a rudeness out there now that poisons almost any attempt to rationally discuss issues (see Fox News for a perfect example of this)...I'm not being Toxic or negative here, I'm speaking from the heart...my father's generation handled things with their word and a handshake....today's corporations are all about the bottom line and nothing about the consumer, and the consumer's all seem to be about getting something for nothing....it's a depressing, sad fact of corporate life in this deregulated world.
Geographic Location: California
Hi Kenda,
I took your poll. I am amazed by the lack of Customer Service these days. Customer Service has a much higher value to the business than companies realize.
Geographic Location: Washington State
Los Angeles – Customer service in my opinion has diminished for the most part due to the financial growth of companies. It costs “more” money to actually provide good customer service not to mention “great” customer service. Most call center representatives are told, “Keep it short and to the point – long contact time is costly.” It just appears there is an overall lack of expertise, professionalism and pride.
It seems to me that the entire society is moving in the direction of less respect and concern for other. If possible it seems that people are becoming more self-centered than in the past. To a greater extent than ever before children are more disrespectful to their parents and demand more without any appreciation for what it takes to provide for them. This attitude remains with them into adulthood. Therefore we have worse customer service and customers who are demanding and rude.
I took the two 5 second polls and found myself aligned on view of the customer but not of customer service. For what it's worth, I think customer service has divergent trends, many individuals and companies are doing much more to maintain (or thrive) in a challenging environment. Unfortunately, others are overwhelmed by work/life/? and have degraded performance.
At least that's my 2 cents worth...
Regards, Ed
Geographic location: Philadelphia
I think customer service all depends on the person providing it, the training they received and their personality. I am a people person so it comes so easy for me.
Lissa Duty
Social Media Strategist
If I could also comment, technology motivates companies to do less with customer service, being sold on the idea that their investment in automation allows them to bring in lesser trained CSR's. I would guess by the time a customer gets through the automated systems, is now more frustrated than when they started the call, the level of customer service needs to be greater than it would have been if a person had answered the call initially, rather than a machine. Quality not quantity needs to be part of the solution in my opinion.
Sincerest Regards,
John
Interesting Polls. Results were what I expected. I think so many people are short fused and expect way to much today. And if they don't get what they want when they want they get mad because too many people feel entitled. I think that impacts the customer and the service provider both -- they are same people after all (maybe not at the same time, but eventually a customer will provide a service or a service will become a customer)
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