A friend of mine — who is very good at finding the dark side of every bright picture — firmly believes that in the midst of the United States’ longest run of peacetime prosperity, we are faced with the sad truth that customer service is dead.
I found one error in this story: The assumption that Amazon.com can just eat a $75,000 error. This couldn't be farther from the truth! Amazon.com is still trying to become profitable! A $75,000 error drags them that much further away from that goal. Just because they're a large company with large revenue, does NOT mean they can afford a $75,000 error.
The day of customer service is long dead. What will have to happen for us to return to the quality of products and services we once knew? A REAL-LIFE DEPRESSION. Frankly, I tend to believe that when people REALLY need a job, they are so delighted to have one they actually DO IT! I have only one company I deal with regularly which I can honestly say has delivered FAR above and beyond on their customer service....my little old waste collection service owned and operated locally. That's the only company I deal with on a regular basis that honestly delivers quality services and with a smile - you know what that is, right? That's where you ask a question, a knowledgeable person responds intelligently and with the two corners of their lips turned UP. Isn't that a sad, sad day? When the only company you can turn to as an example of excellent modern customer service is your garbage pickup company! I say, let the recession continue - feed it, nurture it, let there be a few runs on some banks! We might just be amazed at how friendly the cashier at McDonald's becomes in those times!
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Customer Service: The Good, the Bad and the Ugly
Posted by: Keith Regan July 17, 2000 12:00 AMA friend of mine — who is very good at finding the dark side of every bright picture — firmly believes that in the midst of the United States’ longest run of peacetime prosperity, we are faced with the sad truth that customer service is dead.