Why Customer Service Sucks...

Do you ever wonder why we, the consumers, get such crappy customer service? Why we're kept on hold, in a call queue, for minutes on end...and then encountered by a customer service rep that doesn't seem to care?

It's because companies want it that way.

Customer service levels are kept at a minimum satisfactory level because it's actual cheaper to provide lower levels of customer service. The bean counters actually have the numbers to back it up. If you spend less time on a call with a customer, you get through more calls. If a call rep spends more time on the phone going above and beyond to help customers, it actually costs more to provide that higher level of customer service.

Okay, so shouldn't a customer service manager be concerned about low customer service levels? Shouldn't it be their mandate to provide better levels of customer service? Doesn't common sense tell you that better customer service will make people happier? Happier customers = customers who purchase more? Don't customers pass on customer service experiences, both good and bad? One would think that if a customer had poor customer service experiences, that they would go to the competition. Apparently lowering your level of customer service will save you enough money to cover any losses due to customers defecting.

Does this sound far-fetched? Maybe...but the VP at the company I work for has told its customer service department managers that their customer service levels are TOO HIGH. Yes, TOO HIGH!!! I've heard that statement from more than one person and on more than one occasion.

I don't think this VP is an evil person, I think he has a mandate, and an agenda, but it's hard to argue with real numbers that fly in the face of common sense and doing what's good for people. So does that mean he's a bad person for not doing what's right for the customer? I'd like to think that operating costs shouldn't be cut and customer service levels shouldn't be cut...but maybe companies should provide better quality, better service, things that will drive customers to their products.