For some reason, on this particular day, I feel the need to dust the cobwebs off it and share it again.
“Can Anyone Help Me?”
(the demise of Customer Service in America)
By Steve Olenski
© 2002
“We are here on earth to do good to others. What the others are here for, I don’t know.” - W.H. Auden
Customer Service. The dictionary defines the word customer as a person who buys

My father — God rest his soul, worked for 35 years in the A&P supe

My father would always preach to us that price was not necessarily the driving factor behind which particular supermarket a consumer would patronize. While he did admit price certainly played a role, he constantly preached that the two things people looked for was a clean store and good (customer) service. He swore by this: If you provide a clean location, are nice to people and treat them right, they won’t mind paying a little more for their groceries.
Now understandably a clean store or location does not apply to all services. For example, we don’t care that an auto mechanic keeps an untidy garage. But

I don’t think this is asking too much. Do you?
Remember the definition for customer? A buyer of goods or servi

If you have had a bad experience with a company due to poor customer service — are you ever going to go back? Probably not.
I don’t really know when we as a society got like this — that receiving good customer service became the exception rather than the rule. But that’s exactly where we’re at, and it’s unfortunate. Now this isn’t to say that all customer service is bad. There have been reported incidents where someone actually received quality customer service. These reports cannot be confirmed at this time. I’m exaggerating of course. It’s just that receiving good customer service is the exception — or better still, rare.
In the past few years I have had experiences with some major companies and the customer service I received was, for lack of a better term, mind-boggling. I don’t know any other way to describe it. Not surprisingly my family, friends and co-workers have also had some truly amazing incidents involving major companies and the complete lack of quality customer service.
NOTE: By no means is poor customer service reserved only for larger companies.
Now there must be some explanation for this. Is it that companies just don’t care anymore? No, I don’t think it’s that. At least the optimist in me hope

have a very high turn-over rate, meaning these companies take the approach of ‘why bother to train them, if they’re not going to stay anyway?’ Of course, all of this leaves you and I to... well, fend for ourselves.
To sum up, the words “customer service,” when used together, is a misnomer of sorts. There will always be buyers of goods and services. What type of assistance they receive is another story.
Til next time.


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