Customer disservice?

Greetings! I'm Christian Robicheau, assistant editor at http://www.sterlingcreations.ca.
It is another beautiful fall weekend shaping up and I hope that we are all getting ready for the holiday season which should be kicking off in full right after the American Thanksgiving holiday.
I'd like to take this opportunity to wish our American friends and family a very happy Thanksgiving.
Today, our president Donna J. Jodhan is not very happy about the type of customer service being handed out by several of our large corporations and she has written an editorial to express her unhappiness.
I hope you take note of this editorial with the approaching holiday season.
I wish you a great weekend.

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Customer disservice?

There used to be a time when companies seemed to have gotten it! Customer service was one of the most important strategies to help them win over customer loyalty. It did work for a while but within the last two to three years this strategy seems to have been put on the back burner and what we have now are call takers and customer reps who believe that customer disservices is the only way to deal with their customers.

It appears that these good folks feel that it is no longer important to listen, display patience, or provide assistance to customers. In so many instances, they have become rude, impolite, discourteous, and unwilling to help whenever they are called upon to go the extra mile.

The other day I called the customer service department of a major Bank to complain about a rude note that my mom had received from them. When I tried to explain my position to them the call taker refused to listen and when I nicely asked to speak to a supervisor they refused to connect me to their supervisor. Several others have told me about similar incidents and I for one can only express my concerns as follows:

We are dealing with a rapidly aging market of consumers who will undoubtedly be needing more customer care and attention. Many of these consumers are going to be afflicted with additional diseases in addition to the afflictions that accompany the aging process. This means that companies are going to have to find ways to provide the necessary assistance and accordingly, they will have no choice but to provide adequate training to their call takers and customer reps. In turn, call takers and customer reps will have to find ways to leave their unhealthy attitudes at home and replace them with such qualities as respect, courtesy, helpfulness, and anything else that satisfies the needs and demands of these consumers.

My two cents worth for today.

I'm Donna J. Jodhan wishing you a terrific day and weekend.
To reach me, please send an email to info@sterlingcreations.ca and I would be delighted to send you an electronic copy of our latest newsletter.

Here is a complete list of where you can view Donna's blogs and editorials.
Donna Jodhan! Advocating accessibility for all
http://www.donnajodhan.blogspot.com
Weekly features on how to increase your success with your business ventures
http://www.sterlingcreations.com/businessdesk.htm
Weekly articles and editorials on issues about accessibility
http://www.sterlingcreations.ca/blog
A monthly editorial on issues on diversity
http://www.diversityintheworkplace.ca