customer service. Rather than do the ‘right’ thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the company’s needs are more important than the customer’s. This justifies the attitude of employees of not caring about the customer which again adds up to the deliveryThe other day a reporter call to interview me on the “Death of Customer Service”. My first reaction was to deny that charge and claim that customer service is very much alive and well. But upon further thought of the service I’ve received over the past few months and what others have related to me about their experiences, I had to admit that the quality and level of service has decreased. Upon further thought I realized that it has been on a decline for quite a while.

I finally admitted to the reporter that yes, I have to agree that customer service is not doing as well as I’d like to think it is. Of course his next question was, “Why is that?”

I believe there are 4 basic reasons for the demise of customer service.

1. The booming economy of the 90’s created an atmosphere where management took the stance that if one customer didn’t like what they were doing, there were plenty lined up behind him/her that had their credit card ready to be processed. Why go the extra mile for someone who was so easily replaceable? This attitude is still pervasive which adds up to poor customer service.


2. Poor hiring practices are what I believe to be another reason why customer service is so poor. Unemployment ahs been so low that finding new employees has been a major challenge for companies. They hired marginal people, people with poor attitudes, people with poor work ethics, and people who don’t care. Put these employees in a position where they interact with customers and you have a formula for poor customer service.


3. Lack of training of these marginal employees is another problem. Managers have the philosophy that since the employee won’t last that long in the position, why put the time, money and effort into training them. Of course the lack of training leads to low morale, confusion on the part of the employee and costly mistakes. The employee doesn’t last in the position because they don’t feel supported by management, then management feels justified for the lack of training they give. This all adds up to poor customer service.


4. Profit driven decisions of management as the criteria for solving all problems is another reason for the death of customer service. Rather than do the ‘right’ thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the company’s needs are more important than the customer’s. This justifies the attitude of employees of not caring about the customer which again adds up to the delivery
   Electrical Engineering Technology
   In order to succeed in their jobs, electrical engineers have to be familiar with a variety of electrical engineering technology. To deal with various aspects of electrical engineering technology, electrical engineers must become familiar with various theories of communications, electricity, and electronics. Electrical engineers can use electrical engineering techno
   is not doing as well as I’d like to think it is. Of course his next question was, “Why is that?”

   I believe there are 4 basic reasons for the demise of customer service.

   1. The booming economy of the 90’s created an atmosphere where management took the stance that if one customer didn’t like what they were doing, there were plenty lined up behind him/her that had their credit card ready to be processed. Why go the extra mile for someone who was so easily replaceable? This attitude is still pervasive which adds up to poor customer service.
   
   
   2. Poor hiring practices are what I believe to be another reason why customer service is so poor. Unemployment ahs been so low that finding new employees has been a major challenge for companies. They hired marginal people, people with poor attitudes, people with poor work ethics, and people who don’t care. Put these employees in a position where they interact with customers and you have a formula for poor customer service.
   
   
   3. Lack of training of these marginal employees is another problem. Managers have the philosophy that since the employee won’t last that long in the position, why put the time, money and effort into training them. Of course the lack of training leads to low morale, confusion on the part of the employee and costly mistakes. The employee doesn’t last in the position because they don’t feel supported by management, then management feels justified for the lack of training they give. This all adds up to poor customer service.
   
   
   4. Profit driven decisions of management as the criteria for solving all problems is another reason for the death of customer service. Rather than do the ‘right’ thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the company’s needs are more important than the customer’s. This justifies the attitude of employees of not caring about the customer which again adds up to the delivery
      What is a Controller?
      Have you ever wondered just what the position of controller entails? The official definition of the controller position is a corporate officer responsible for the business’s accounting activities. Sometimes this position is referred to as the comptroller. This position is filled by an accountant and more often than not an accountant with a CPA designation and in
   
   
   5. Poor hiring practices are what I believe to be another reason why customer service is so poor. Unemployment ahs been so low that finding new employees has been a major challenge for companies. They hired marginal people, people with poor attitudes, people with poor work ethics, and people who don’t care. Put these employees in a position where they interact with customers and you have a formula for poor customer service.
   
   
   6. Lack of training of these marginal employees is another problem. Managers have the philosophy that since the employee won’t last that long in the position, why put the time, money and effort into training them. Of course the lack of training leads to low morale, confusion on the part of the employee and costly mistakes. The employee doesn’t last in the position because they don’t feel supported by management, then management feels justified for the lack of training they give. This all adds up to poor customer service.
   
   
   7. Profit driven decisions of management as the criteria for solving all problems is another reason for the death of customer service. Rather than do the ‘right’ thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the company’s needs are more important than the customer’s. This justifies the attitude of employees of not caring about the customer which again adds up to the delivery
      The High Cost of Turnover
      Turnover issues can affect your company’s profitability, customer loyalty, sales, productivity, and employee morale. Below are examples of turnover costs from some reliable sources:1/3 of a new hire’s annual salary or wage Department of Labor Nonprofessional position - 1.5 times the pers
      since the employee won’t last that long in the position, why put the time, money and effort into training them. Of course the lack of training leads to low morale, confusion on the part of the employee and costly mistakes. The employee doesn’t last in the position because they don’t feel supported by management, then management feels justified for the lack of training they give. This all adds up to poor customer service.
   
   
   8. Profit driven decisions of management as the criteria for solving all problems is another reason for the death of customer service. Rather than do the ‘right’ thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the company’s needs are more important than the customer’s. This justifies the attitude of employees of not caring about the customer which again adds up to the delivery
      Websites For Small Automobile Dealers
      Ok you have a used car dealer license. You have a great location with lots of traffic going by the front of your lot. You have your ads in the local papers (news paper/auto trader/I wanta/Thrifty Nickel/other print ad book). You may even be flirting with TV spots or Radio spots. So are you selling all the inventory you want to? If you are selling all the inventor
      customer service. Rather than do the ‘right’ thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the company’s needs are more important than the customer’s. This justifies the attitude of employees of not caring about the customer which again adds up to the delivery of poor customer service.