What Does It Take to Get Some Service Around Here?
Customer service stinks. Not exactly a news
flash but despite all the time spent on the topic, improvements are hard
to find when looking across the broad retailing business.
According to a new website, CustomerServiceScoreboard.com,
only 13 percent of
all companies rated by consumers to this point managed to get grades of acceptable
or better. Of the companies rated on the website, only two
retailers (Victoria’s Secret and Netflix) achieved acceptable or better scores.
Some companies generally known for service
such as Nordstrom failed to make the list. This was because the site had
not received enough comments to include them in its rankings.
The You’re the Boss blog on The
New York Times website linked the poor customer service received
today to three primary factors:
- An increase in unskilled part-time workers and a decline in full-timers.
- Staff levels out-of-sync with
shopper traffic in stores.
- Stores being run by people who wouldn’t know a merchant if he/she
walked up and smacked them.
Discussion Questions: Is customer service really that much worse today than it was in the good old days, whenever they were? If so, why does customer service stink today and why do so few seem ready to fix it?
- Numbers Don’t Lie: Good Customer Service Is Hard to
Find – CustomerServiceScoreboard/PRWeb
- Why Customer Service is So Bad – The New York Times