how-to block ads
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Chuckles 
| Chuckles... People complain when they feel something can be fixed. In an ideal world, you'd listen to a complaint and fix the source of the problem. But, as you pointed out, it's not an ideal world. You get customers "abusing" the service...the 10% of folks using up 90% of the resources, while the other 90% of folks are content to go about their lives.
The complaints are usually long hold times, fees, etc, etc. But by increasing fees on that small sect of customers that do all this complaining, you eliminate them, eliminate CSR time, etc. A common person would think correcting "the source" of the problem would be adding more CSR's to answer the phones. But business, to save money, want to eliminate phone time, so they'd rather eliminate "non-profitable" customers.
This can actually be pretty good, because in some cases a customer can just be a burden. (Much like a friend who always gets drunk, forcing you to drive them home while they puke in your car...not exactly a good friend.) However, more companies are trying to push for online billing & statements. But poorer / older customers may not have access, and prefer to speak to someone over the phone. Companies are driving away these otherwise good customers by charging them phone fees, paper billing fees (yes, a fee just to get your bill mailed to you!), etc.
The line has to get drawn some where, because every business can't have that perfect customer demographic that just racks them up tons of profit for little cost. First they start doing tactics to run off undesireable customers. Then they go a step further to run off almost undesireable customers. Apparently, while it's not ok to discriminate against employment applicants, it's certainly ok to discriminate against customers. | | |
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bicker
join:2007-05-10
Burlington, MA | Absolutely Bob. There is so much entitlement mentality being bandied about in this thread, I don't know which to go after first. This is a free country. There is no obligation on the part of businesses to sub-optimize... indeed, corporations are typically required to make all business decisions in the best financial interest of their owners. That's why they exist.
Most of the whining is just a reflection of people wanting to have their cake and eat it too (having great customer service, but not paying for it in fees and not having the cost of companies providing great customer service adversely affect your retirement investments). It's a very myopic and naive perspective that the typical consumer in our society wears around them. | |
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