Customer service is worse than it was 5, 10 and 15 years ago – however this is probably mainly due to globalization and the ‘big box’ mentality dominance. It does vary though and companies are forced to improve when competition comes in. A great example is Home Depot….what a surprise Lowes emphsizes customer service as job #1.

A good example of an anomoly though, is Costco…..great customer service…

I growth industries/companies or in monopolies your theory holds water. The company is growing so much that it cannot keep up with their service, or they have a monopoly and just don’t care.

However, in a mature industry where the product is a commodity then what are the distinguishing features? Price is one, in order to lower price they’d have to cut costs like customer service. Service goes down, but they still won’t be more profitable in the long term (other companies will follow suit).

A distinguishing feature might be good customer service. Most people will pay slightly more if they can find better service elsewhere.

I do agree with you. Its strange that businesses pay the “face” of the business, the customer service reps, the lowest wage in the company. But it is part of this Made in China effect to squeeze out dollars in a low profit margin environment.

Good tip about the branch manager but my bank started making my branch manager manage 2 banks a week to squeeze more profit out the branch so he’s not in branch every day.

As a corollary to your theories…I suspect some companies provide such poor service because they pay staff abysmal wages with little hope of a satisfactory future. Therefore, some of the employees simply don’t care.

As for Banks, I find an appointment with the branch manager gets results. Still, it’s a pity that customers have to resort to that.

I may be old-fashioned, but what ever happened to professional pride ?

Lets hope that blogs like yours have an impact !!!!