IS CUSTOMER SERVICE DEAD?
Sometimes I feel so out of touch. What happened to the idea of customer retention (aka service)? So much effort is put into expensive marketing campaigns trying to wrest customers away from the competition that there has developed a vicious cycle of customers jumping from provider to provider, never satisfied.
Waiting endlessly in a menu queue I wonder if it wouldn't save everyone money if the companies would just treat current customers well - answer the phone, have staff that can make decisions?
At our little company we don't do menus. After the 4th call querying our hours or location it is tempting to think a menu would make sense but it would not be who we are. Our customers need to hear an individual's voice, often with the machinery of our craft noisy in the background. It's just who we are.
What do you think of the current state of business courtesy and customer service?