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Customer Service: Less Talk, More Walk, Part 1

By Chris Howard | March 18, 2009

What’s up with customer service going so far downhill lately? You’d think it would be getting better, especially in the state of the economy we are currently in.

Unfortunately it seems to be getting worse and worse. You hear so many large companies tout the fact that their customer service is amazing – “Customers Are Our Priority.” “#1 Customer Service,” “Service with a Smile.” Then they fail to deliver.

Do they not understand that misleading customer service kills a business? Evidently not. Have you ever wondered what happens with the surveys they take at the Walmart checkout credit card machine? “Did your cashier greet you with a smile today?” I would say that I have to put No at least 50% of the time. Where does that information go because it sure doesn’t seem to change anything?

It’s high time we hear less “talk” and see more “walk!” Over my next few blog posts, I am going to go over some specific steps that any online company can take immediately to improve their walk.

Topics: Customer Service | 150 Comments »

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