Your Own Personal FiOS Account Manager > Customer service is dead

Customer service is dead

Excellent points. Much like one of my favorite people in history:

»en.wikipedia.org/wiki/W._Edwards_Deming

Too bad someone like him will not be popular on Wall Street.

reply to Jeffrey
Good read...

reply to moonpuppy

reply to N3OGH
Not entirely true. There a very good examples of companies that understand and strive to be the best at customer relations. T-mobile was excellent, if their actual service hadn't sucked so bad they would have been a keeper for me. Costco is another example of a company that puts the customer first. There are examples throughout the country that provide good service, often the difference is that they aren't always the lowest price.

The fact that you haven't run into any indicates that you shop only on price, not on the total experience. The fact is that if you are the walmart customer always looking for the cheapest deal you will miss the companies with the outstanding service that makes everything you buy from them cheaper in the long run because you avoid the issues that plague the low price shopper.

Don't blame the corporations for doing what the public wants. The public has uniformly shown that price matters more than service, the exceptions are standouts but often not the largest or the cheapest. Costco will never be as big as Walmart, they pay their employees well (starting wage is over $16 an hour), the provide good employee benefits, they have one of the best return policies in the US and they are relatively inexpensive. But they will never be the cheapest because they aren't willing to go the extra step and screw their employees and customers like a certain other chain.

If you want service, pay for it, demand the extra service, vote with your wallet and don't use the providers that don't provide the service and I guarantee they will fix the problem if enough people want it.