I am amazed at the poor level of customer service AND that it continues to grow worse. I recently had the opportunity to deal with a large well-known finance company that I couldn't leave home without, by telephone.You would have thought I was the evil person calling to GET something from them. All I wanted was info on my account, and an explanation of a charge that was placed, I believed in error. I told the person my story, and immediately, you would have thought I was the enemy of this person, not the company, the person I was talking too.
I began wondering if there is a culture of "us" and "them" in this company. Are there quotas of refunds and givebacks and I was just beyond that qouta? My problem wasn't unusual and certainly not insurmountable. What I was requesting, was neither unusual nro unheard of. I did not try to be an "enemy of the state" of things. All of a sudden, I was the enemy. Here I thought I was the customer!!
Quote:"What is the danger in giving away too much? Are you worried about having an oversatisfied customer? That's not much of a worry. you can forget about an oversatisfied customer, but an unsatisfied customer is one of the most expensive problems you can have." - Jan Carlzon, former CEO Scandinavian Airlines System, in Moments of Truth (Ballinger, 1987)
It simply amazes me the "us" v. "them" mentality, no, CULTURE, in most Customer Service organizations. Are you trying to drive me away? I could say an airline, hotel, retail or restaurant, as well as any others. What's the deal? It should be the customer! Do you have stories of "us v. them" Customer Service? Please post them, I'd love to hear from you. (Also it's for non-remunerated publication, and I will keep your name confidential). Thanks, Dan Cassin

How does a Business grow dynamically? Is it Leadership? BusinessSystems? Funding/Finance? Ideas?Innovation? Geographical Growth? Good management? What are the dynamics of a growing, thriving Business? I believe that it is a combination of many issues, too, but what is the catalyst of Dynamics Business Growth? What is the "tipping point" of a growing concern?