BrokerageIndustry News

The fine line between customer service and disservice

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As a consumer I have learned to accept lousy service, and most of the time I don't even notice it. Complaining is a waste of time. I just keep my expectations low. Companies that claim to provide excellent service are often the biggest disappointments. They raise my expectations and then fail to deliver. Sometimes the reason for poor customer service is because the company or "brand" has decided what it stands for and what constitutes customer service, and it isn't always what I am looking for. One example of that is the local office supply store, where there seem to be employees offering to help me in every aisle, whether I need help or not. But when I go to the cash register there is a long line because most of the staff are scattered throughout the store and there are not enough employees operating the registers. I hate going to that particular store, but it is close and they usually have what I need. I can almost imagine the conversation in the boardroom whe...