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Customer Service - The Infection of Mediocrity

In recent months, I've had the worst experiences with my phone company, the post office, my bank, fast food drive through services, the grocery store, department stores and local gas stations.

I expect to receive what I pay for. I expect that what I pay for will be provided to me as promised. I expect that, in the case of human error, the service that I've contracted with will step up, accept responsibility and 'do the right thing' - or at the very least - apologize for their error.

Am I asking too much?

I expect that when I call a number advertised as a Customer Service number that I would eventually be able to speak with a human being. I don't want to punch in a multiple array of numbers, I don't want to be placed on hold, I don't want to be transferred only to learn that I now must repeat myself - again - and again. I do not want to have a conversation with a computer system.

When I do speak with a Customer Service representative, I want this person to listen to what I have to say. I do not want to hear body noises that indicate I am either irritating this person or boring them to death.

I want this person to either tell me they have the power to correct their company's error or at the very least, put me in touch with a person that can. I mean, I did call the 'Customer Service Department'.

I want this person to speak clearly - I don't know, is it asking too much to understand a customer service representative?

When I go through the drive-through at a fast food restaurant - which is not often but at times necessary in order to keep on schedule with appointments and not fall over with a depleted sugar level, I would like to find that what I paid for and what I clearly ordered, ended up in my bag.

When I go to the grocery store, shopping carefully for best prices and shopping with my families likes and dislikes in mind so that I end up with the best ingredients to prepare the week's menu with love, I'd like to see the prices on each item. I'd also like to trust that the grocery store does not keep outdated or rotting fruits, vegetables, dairy and meat products. I don't like to have to guess.

When I go to the checkout, I'd like the person taking a chunk of my monthly budget, money I worked hard for, to smile at me and say 'Hello.' I'd like this person to turn the register screen towards me so that I can view the prices being scanned. I'd like this person to take my money and say 'Thank you'. I'd like this person to count back my change - the old fashion way.

I don't want to have to learn how to read and analyze bar codes. I don't want to scan my own groceries using a computer system that has the edacity to argue with me. But are these computers the answer to mediocre employees? Are the computers more pleasant to work with than another human being? I'd like to think that is not true.

I want to know that when I pay for first class mail that it gets delievered as promised. I want to receive my mail in the same timely fashion. I want all the services that I pay for to fullfill their end of the service agreement. I want my history of being a loyal customer to mean something to these companies.

I miss having my gas pumped for me. I miss those nice young men offering to check my oil, check the air in my tires and the ever so nice gesture of cleaning my windshield. I miss being able to get directions at a gas station, miss being able to find free air to pump up my tires. I miss the human touch in all segments of the service industry and I mostly miss the nice, caring human interactions that we once took for granted.

Are we (the consumer) to blame for poor customer service? Have corporations responded to our ever-increasing demands for speed? Have we decided as a society that it is easier to deal with computers, keypads and debit cards than to use human beings? Is it impossible for the current work force in the


'service industry' to learn good manners? To live up to the tag lines of 'we care', 'the customer is always right' 'we do whatever it takes'?

I want to be waited on by those friendly smiling faces on their TV commercials. Where are those people?

The standards within every segment of our lives have been infected with mediocrity. We've made it easy to pass children from one grade to another - regardless of they've learned how to read.

We accept the fact that politicians lie to us. We don't even get upset about it any more, it's the norm.

We make it easy for our kids to receive immediate gratification as opposed to working towards a goal. If something is too hard, we remove the obstacles rather than teaching our children how to overcome the obstacle.

When our parent's qualify for government assistance and that help is less than desirable, we are told in so many words to be grateful that you got any help - low income people are, I guess, not suppose to expect excellent care and service.

When we participate in polls only to have our fearless leaders publicly state comments that say, 'Well, we don't listen to these polls, the average American doesn't understand the complexities of ....' We accept it and let them continue representing us.

I don't know, am I asking too much? Is it too much to ask that those in service learn good manners and at the same time be equipped with the ability to use common sense? Is it too much to ask that companies, including government entities and the representatives of both, tell the truth? One of our senior readers submitted to our words of wisdom section with a sad commentary, entitled, 'The Death of Common Sense'.

What is your answer to this ever-increasing infection of mediocrity? How would you cure this disease? Send in your customer service nightmares and how you would fix it and we will publish your thoughts and ideas in an upcoming ezine. Also -PLEASE - send us your positive experiences that you've had. I'd much rather report on the positives and point people towards excellent service histories than to focus on the negatives. Send your submissions to marshajones@wowway.com

Fotenote: Senior Approved Services requires each business within our network to prove (through our independent consumer-driven survey process) that they do what they promise, that they do deliver service with the highest of customer service expectations. Our business depends on the fact that consumers want this level of excellence and that elder care providers will (and do) respond to this demand.

I am very proud to recommend and endorse each and every business in our network of services. Whether you use our free service of helping you and your family coordinate services by calling our toll free number at 877-620-6448 or you self-select from our directory of approved services, you can do so in complete confidence. Each of these businesses have met or surpassed a 90% or higher customer satisfaction rating.

Next time you need a service or your client needs a service that you do not provide, why guess? Choose a Certified Senior Approved Service! If you are forced to look for a service in your local community that is not part of our exclusive network of services, ask them 'Are you Senior Approved?' The more often the business community hears directly from you, the valued consumer, that you want this independent assurance of excellence prior to contracting with them, the more open they will be to our process.

Who knows? This system we've developed to help consumers reach the best of the best may catch on and become an industry standard in other segments of service?

About the author:

Founder of Senior Approved Services

 

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