The Decline of Customer Service

[ModSocks]

Originally Posted by ReynardMuldrake

I've done that before. It's not obvious if you've never built a computer before. In my experience it doesn't fry the board, but the lack of ground means it won't turn on at all.

Yeah, mine smoked and smelt awful. And this was prior to standoffs that just come with the cases lately. We actually had to go out and buy rubber standoffs.

[Rausch]

...

[Rausch]

[CaliforniaChief]

I try to go with small businesses, but sometimes its unavoidable with major ticket items.

It seems like companies now spend 95% of their resources reaching new customers and 5% retaining them. Frustrating.

[Rausch]

Originally Posted by CaliforniaChief

It seems like companies now spend 95% of their resources reaching new customers and 5% retaining them. Frustrating.

Sounds about right.

So, after 5 years of operation this business model makes no sense unless you're ****ing Microsoft...

[ThaVirus]

Chick-Fil-A is the best that I deal with on anything more frequent than an every-once-in-a-while basis.

[BWillie]

Originally Posted by ThaVirus

Chick-Fil-A is the best that I deal with on anything more frequent than an every-once-in-a-while basis.

You see its proof. That if you hate gays, religious, and not open minded that you are happier and more productive.

[BWillie]

It seems to me that customer service has gotten a little bit better in the last decade, actually. To me, I think that is because of social media and that fact that it's so easy for a customer to publicly voice their concerns and bad experiences on facebook, twitter etc. Ten years ago, no company gave any ****s about anything. Then they started to get scared because people could find out how big of shitballs they really were from online reviews, facebook rant posts, etc.

[Al Bundy]

I won't mention where I work but we have great customer service, even when it is user/customer error (which is about 85% of the time). We always provide it with a smile even when the customer is lying.

[JakeLV]

Originally Posted by CaliforniaChief

Either I'm on a cold streak, or customer service is generally taking a universal dump.

Lately, whether dealing with shipping issues, follow-up, repairs, or just general phone service, it's hard to find satisfaction in this area.

It really is an opportunity for companies to excel at this and draw great interest, but it's pretty rare. What are some companies that still provide outstanding customer support?

In 'N Out and Chick-Fil-A come to mind for food.
MacService has been great for me.

Where do you still get excellent service?

If employees are compensated well, as they are at In'N Out, then you get friendly employees.

If you pay them dirt, you get dirt.

To me, customer service represents the quality of the company.

[Just Passin' By]

Several months back (it may even be more than a year by now), my mother's coffee maker crapped out on her. Since she likes her coffee freshly ground, she needed to get another grind-and-brew type of machine. She didn't want to just get the same one she'd had, since she'd gone through several of them in a short period of time.

I told her about my experiences with Breville products, and about the good reviews for Breville's Grind-and-Brew machine. On my recommendation, she eventually decided to get that machine. Naturally, it crapped out, and it was outside the warranty window.

I called Breville, explained what had happened with the machine (likely a sensor issue, but something that he hadn't heard about happening before), and they told me to ship it back to them for a replacement, even though the warranty had recently expired. The CSA was polite the entire time, seemed to take a legitimate interest, and didn't bat an eye at the sensor issue.

I brought the defective machine to FedEx. It was shipped back on Breville's dime, and the timely arriving replacement was also shipped on Breville's dime.

It may have been because my issue was one they hadn't had before, but the service was excellent from beginning to end.

[Chiefs316]

Quick Trip is great and has been for a long time. When I have to use a different gas station while traveling I always seem to sigh pulling into a non Quick Trip.

[Bugeater]

Originally Posted by Chiefs316

Quick Trip is great and has been for a long time. When I have to use a different gas station while traveling I always seem to sigh pulling into a non Quick Trip.

Heh, same here, I'm always on the lookout for QTs when I'm on the road.

[Pitt Gorilla]

HyVee has outstanding customer service.

[ptlyon]

Originally Posted by Pitt Gorilla

HyVee has outstanding customer service.

Where there's a helpful smile in every asshole.

Or something like that.