How did customer-centric behavior become obsolete?
Ever feel like tearing out your hair after trying to reach “customer service?” Or after an interaction with a business that left you feeling unheard?
There was a day when meeting customer needs was a top priority of businesses small and large. Today, customer focus is more the exception than the norm, and that is especially true for businesses that have high customer demand. True customer service is now obsolete. I can’t tell you the number of times I’ve been shocked in an interaction when no attempt is made to understand my needs, my position–or even what I am saying.
Or the number of times a business owner has said, “Well, I don’t usually ” and what’s implied is “even though it would be much easier for you if I did.”Our society overall has become more self-centered, so when I think about it, I shouldn’t be surprised. How about the many times we are placed on interminable hold. Or almost worse, going through a three or four-layer phone tree? Or the “customer service” bots that don’t answer our question? Or the emails that get canned responses that may or may not relate to our problem.And then, how about the customer service surveys? A joke, right?I saw a meme the other day that referred to seniors as having outlived their warranty. We’ve also outlived courtesy, customer service and civil behavior.
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