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I’ve had a bad customer service week. Actually, a bad couple of months. And by “bad customer service” I mean that I have been treated poorly by an awful lot of “customer service” representatives working for a wide swath of different types of companies.

To be short, this really irks me; not just because it is totally infuriating to be treated rudely by someone who is supposed to help you, nor because these representatives are often our only conduit to address our grievance with a company, nor because they are often powerless to do anything to help us or correct a problem, citing “company policy,” “lack of power”, or the all-too-common “that’s not my job.”

No, the trend I have witnessed irks me because for every bad customer service rep out there, there is a manager who isn’t managing, a company that isn’t sending the right message to its employees, and usually a business owner or executive who is too far removed or is too restrictive to make it possible to provide good customer service.

When a customer is treated poorly, sure, there is a low-level employee we can blame, and even fire, for the transgression. But the fact that it happened at all suggests that the employee may be unhappy, or was never trained properly, or that management hasn’t emphasized customer service. There is plenty of blame to go around and it almost never stops with the person who actually deals with the customer. Read the rest of this entry »

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