RE: Third Paragraph from the bottom

We live in the 'Get It Now' generation. Long gone is the generation of 'Work Hard to Succeed' (I couldn't think of anything cool enough), and seed-time, harvest-time principles (as prescribed in the Bible) are long dead. It seems that everyone is looking to make the most money with as little effort as possible (cue information on Multi-Market, Matrix, Ponzii Schemes)

My father always told me (as his father always told him), that I needed to either become a millionaire very soon (I was 5 then), or work hard and learn how to do some things for myself.

Unfortunately, although the vision has not died, my childhood plans for millions never unfolded (you can only sell so much lemonade and pixie stix), so I had to settle with the latter.

Eh, I guess that had something to do with your post.

Nine out of ten times people aren't willing to pay for customer service. As long as I've been in the business world it's been this way, at least with consumer goods. Providing good service (say an American rep as opposed to an Indian one) costs real money and most people buy based on price. If anything, Verizon's the best in the wireless game (in my experience at least) and it shows in their prices.

-cwk.

My 2 cents - Gateway computers - horrible customer service. Bellsouth Telephone - horrible customer service. Any billing person in a hospital or medical facility - horrible customer service.

Hehe... Robb just posted about something VERY similar. Check it out...

I'm at the point now where I'll spend more money on purpose just to avoid places where the customer service is bad.

But customer service isn't horrible everywhere. My local Trader Joe's goes out of its way to provide great service. Love those guys, and don't mind having to drive 5 extra miles to get there, either. The barristas at my Border's Cafe are fantastic as well. I continue to give these people my money because they make it clear they want it.

I recently had a problem with Verizon and solved it quickly, easily and it only took three days.

I wrote a letter to their Customer Service Department politely pointing out that their instore personnel were the dumbest people on the face of the planet, explained what my problem was, explained what I wanted to accomplish and within one day, it was solved and I got $100 credit to boot.

A little patience works wonders.

Found my way here via Whatdapuff.com.

I was going to take offense to your rant, but I couldn't. You see, I'm a Verizon Communications employee. I don't work for Verizon Wireless. Believe me, there is a difference. Different line of business. But regardless, there is no excuse for bad customer service. This is probably the reason why Communications separate ourselves from Wireless. I'm not saying that customer service in communications is any better. But the difference I think is the fact that we have more training, better benefits and a union. Wireless either can't or won't so a lot of them are jaded towards the business. I have been with Verizon (Bell Atlantic, New Jersey Bell, you pick) for 15 years and cringe when I hear some of the horror stories.

As for the automated systems, I hate them also. I also hate when a customer complains about them. Unfortunately, my hands are ties and I can't do anything about it. Everyone complains about the automated systems. Heck, even doctors have them. It's annoying but the nature of a lot of businesses these days. Companies no longer want to pay for switchboard operators. I think there should still be an option for pressing "0". I usually tell our customers to act as if they have a rotary dialed phone and don't press any buttons. Unfortunately now there the voice activated systems and they suck even more.

All in all, as a customer service consultant who has been in the business as long as I have been, I always treat customers the way I want to be treated. Some things, like the auto-system, are out of my control. Some, like being polite, empathising, giving full information, understanding and helping, recapping, etc, are in my control. I wouldn't be in the business as long as I have (other than the great pay) if I was a rotten consultant.

I had something else to add but forgot so I'll end it here.

I spent a year as a call center person for a large CC processing company when we first moved in this area. We spent 8 weeks on "customer service" and I must say it was the best learning experience for me, and I've carried it to my current job.

Because of that training, I'm really less tolerant of idiots I have to deal with in the customer service industry now. What is so damn hard with saying "please" "thank you" "have a good day"? It's not that hard and it is courtesy that my grandmother taught me when I was younger, forget, and relearned.

I love to smile at rude customer service people and tell them to have a nice day - gets under there skin for some reason.

Also - I learned a trick in my call center job --when you get that annoying voice system, just keep hitting the zero or # key until it gives up and gives you a real person. Works on most of the systems out there I've found.

Have a Great Day!

Ambra ~ you have spoken eloquently on behalf of many that do not have the time .... since they are on hold for the "next available operator" due to "a higher than usual volume of calls".

I for one avoid calling anymore. Put it in writing, it packs more punch and there is proof you made the contact! ~ Faith

I walked into a Shucks the other day, was greeted with a big smile and a "What can I do for ya?" as I walked through the door by the manager who was thirty feet away.

After telling him my vehicles symptoms he gave me several suggested options, told me the low cost place to start, walked me to the isle with the product, inquired again about my vehicles particulars, read the label on the product he had in mind for me, informed me how to use it, walked me back to the register, where he greeted another customer who was entering the store and told that customer to meet him at the service desk in just a moment.

As long as this man works at that Shucks I will never go anywhere else for auto needs. He should teach a class.

I used to shop at McClendons Hardware frequently. They built a big box store and their customer service declined below the traditional box stores. On one occasion about a year ago I walked into a section of the store seeking help. Three employees were standing talking and laughing at a desk. I stood there and looked at them. They took no notice of me. I then began pointing to myself and smiling. They eventually took notice of me, but said nothing. I threw up my arms and left.

I avoid McClendons when I can, but have few service oriented alternatives.

At Safeway I was quite tired of staring half naked models in the...face... as I waited to check out. I complained about these magazines which carry headlines like Men Talk Booty. Clerks ducked and ran. The assistant manager clammed up. The manager actually told me, "Fight the good fight, but I will do nothing because I don't want to lose my job." He would not even take my complaint to his DM.

I contacted Safeway Corporate and got a response from the 800 number customer service people. I asked for a VP to call me. None ever did. This corporate run-around happened twice.

I estimate that as a result Safeway has lost $2000 a year in business from my family. Unfortunately I still have to shop there occasional as the produce stores near me are seasonal and Albertons, etc. are worse in many ways.

There is a Chevron near me that refuses to carry any skin magazines. I buy gas there whenever I can. The managers/owners are Muslims. I love them.

I complained against a Muslim owned 7-11 at which I used to take my son for slushies etc. Likely spent 50 t0 75 dollars a year there. It was bought by these Muslims about 18 months ago. Immediately they brought in skin magazines. The refused to get rid of them. I pointed our the hypocrisy of their faith in combination with its assualt on America and their personal decisions to profit from porn. The owner shrugged me off. I've only been back once just to see if they still carried the porn. They do. This 7-11 is a neighborhood place where kids buy their junk food, etc. Many kids come there sans parents.

In my experience most corporate stores are duds when it comes to customer service. The best places to shop are Mom and Pops. Establish relationships with the owners. It builds community and you will get better product and better service. Case in point, butchers. Quit buying from the grocery stores. Although you will usually pay a bit more for local butcher meat, you will save money by getting a better cut of meat, especially if you are a faithful customer. Roasts are a good example, buy at Safeway and pay for a lot of bone and fat. Buy from the local butcher, pay a bit more, get more and better meat, less bone and fat. This was reinforced to me the other day by the Everyday Cheapscape whose column appears at Jewishworldreview.com

Sorry that you got canned Ambra. Quality people are hard to find. You will get hired soon and I suspect will someday be running your own business with many faithful customers. (Found your site via mention on Sound Politics.)

Right on! I've been complaining for YEARS how customer service has become an oxymoron not unlike political ethics, military intelligence and honest reporting.

I understand alot of jobs that require some type of customer interaction are not necessarily high paying. But when your entire work day consists of "helping the customer", could you make at least a FEEBLE attempt at helping the customer?

Alot of fast food establishments now have two windows, one of which is solely responsible for taking your order (correctly) and accepting payment. How do they screw up orders so frequently? God forbid I point out I'm missing something, or take an extra minute to go through my order at the 2nd window. Rolling eyes and snappy comments are usually forthcoming when I do this.

All cell phone companies treat you the same. Once you're a customer, you are hereby relegated to 2nd citizen status. Unless of course, the phone service itself is either nonexistent or too intermittent. Just try getting out of that contract. My favorite is getting bounced around from one department to the next, so I can repeat my name, address, phone and problem every single friggin' time!

Why do I feel like anything the person behind the counter is doing is much more important than helping the next customer? Yes, that doorknob needs a much better shine than that, give it a few more wipes. Shiny doorknobs is what got me in here in the first place so don't worry about actually helping me.

Sorry to hear about your firing but I believe things happen for a reason. If certain companies can't take criticism from the people they depend on to make money, what makes one think they'd take it from people they have to pay?! I'm sure you'll find a better job where you'll be happy...

I feel your pain, cell phone companies seem to be all like that. I remember a time back in 1996 when I got a cell phone for my job from Cellular One, at first my company was paying for the airtime, but then they changed company policy and were not going to pay for the airtime. So, I returned to Cellular One (a month from start of contract) and told them what occurred. They said they would buy back the phone from me for 10% of cost and I would be required to pay a $400 break of contract fee. Which I did reluctantly. So, years later I checked my credit, and wouldn't you know, they had entered a bad rating for me, eventhough I paid their "bend over" fee.

My friend currently has Qwest, and she hates it; service is awful, plans are awful... and of course she is stuck in the contract for 2 more years of crappy service.

I am now through Sprint, which used to be great back in the day, but now they have gone the contract route, and they are becoming just like everyone else.

Want to get some companies attention about poor customer service?

Go to their web site, find the link about Investor Relations, find out who the big-wigs are in the company, and see if they have a fax, email or phone number listing. Many companies have shareholder information provided publicly that contains this good info.

Fax, email or phone them and send a complaint in writing.

I spent several thousand dollars with a large company.....and it took over 50 special orders to fix my original order. This went on over many months, and at times, even the manager of the local store could do nothing, since their computer system was set up such that only the clerk taking the original order could access it.

After sending a letter to the president at his corporate headquarters, I received a call the next morning from the District Manager, who gave me his home and cell numbers if I had any more problems.

Right On Be}{icA - I've done the same with Gateway. They sold me a wrong part & because I waited over my 15 days to make sure all of my parts worked the CS folk basically told me tough. I tried to reason with them several times but they pooh-pooh me. I finally emailed several people from the investor relations site with the letters VP behind their names. The next morn I got a call from someone who was more than happy to help me. Even so, I told him to fix my problem and then they would never hear from me again. They had HORRIBLE CS reps. I should have never bought a Gateway. As Clark Howard always says - go to the top - don't bother with the customer NO SERVICE people.

Hurry back Ambra - I'm having withdrawals from your post.

I for one actually do enjoy shoping Mc Lendons Hardware and find their customer service far above the other box stores nearby.

The variety of stock is far above the others and if a special order is needed they are way faster than the others too.

I find also the numbers of floor people to be higher in numbers and knowledge of product application.

Of course I will also admit their prices are generally marginially higher to accomidate the added services but it is kind of like the Nordstrom of hardware stores and I like that.

I might imagine your "bad" experience might have happened at their new store in Renton during the grand opening last month everything was nuts during the first days and has since finally beginning to settle down to normal.

And one word of advice if you are not being "notice" anywhere, the statement excuse me could you help me will get even the worst sales rep off his ass.

happy new year

Donald - Not all McClendons have bad service. The McClendon on Canyon Road is the one of which I speak.

Clerks who have come over for the day from one of their other stores have personally confirmed to me that the service at their regular store is much better. The Canyon store used to have great service, way better than the box stores. I loved shopping there. Now their service, well...it inhales big time. The incident I mentioned above was just one of several since they built their bigger 'better' store on Canyon. My theory: Since they departmentized the new store, compared to the degree of it in the old, the greater specialization has led to two things, a lack of knowledge by the clerks and an attitude that with their special knowledge they are less replaceable.

At the old Canyon Rd. store clerks used to walk me around from section to section helping me with me needs, offering good suggestions, going and finding extra help if they didn't know everything I asked, etc. They also were very engaging when I walked by. In others words great service.

Didn't know they had a new store in Renton.

I am (in my own un-humble opinion) a bit of an expert on customer service. I think it is time for a customer service revolution. Companies know what to do but won't. We as consumers need to send them a message with our dollars expressing that we are really serious and aren't going to take it any more. "The snob" posted that 9 out of 10 people don't want to pay for customer service. I'm confident he is wrong. I work for a company that gets it. Our prices are higher and our quality is not the best in the industry but we have grown to be the biggest and the best in our industry. Because we NEVER comprimise on service. We answer the phone when you call. We never ship late. If it's broke we fix it. Don't tolerate poor service any more. There is always somewhere else to shop.

E