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What Happened To Customer Service?

by Bill Rowe | on December 13th, 2011 | 5 comments

Customer Service

Has this ever happened to you when calling customer service? You place the call and get an automated menu. Press one for this, press two for that. Or you get a recorded voice saying speak or say this or that.

What ever happened to the kind of customer service that really matters? Where you actually get to talk to a real person. In my humble opinion, that was customer service. How can anyone really determine what problem a customer may have if you do not actually talk to them? Not to mention that the personal touch in customer service builds better relationships.

I understand that a lot of major corporations look at it as a cost saving. And that is probably true. But I just wonder how many customers go elsewhere due the lack of customer service or just being frustrated with the type of customer service that a particular company is offering.

When companies are a small operation with only a few people they provide the kind of customer service people really like. The kind that provides that personal touch. But it seems that when they get big enough, they move to a more automated system.

I believe that customer service starts with the first contact and meeting with a client. By building a solid relationship from the beginning. That is why we at Paragon Marketing Solutions start with communicating with our customers and clients from the start of project until the goals of the customer are met.

Whether your business is big, small, or in between providing the support that your customers and clients deserve is very important to the survival of your business. If you can not give your customers what they want, they will go someplace that will. And that will definitely affect your bottom line.

Some companies outsource this task and that is ok as long as who you are using is on the same page as you are and can provide the customers with all of the answers they may have. This can be a cost effective way for a company to provide service to their clients while keeping the quality at top levels.

We at Paragon Marketing Solutions look to provide all of our clients and customers with the best service possible. We look forward to working with our customers to help them succeed.

Bill Rowe and the entire Paragon Marketing Solutions Team.

customer service

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Comments (5)

Rex Harris, December 13, 2011

Exceptional post Mr. Bill! Customer service seems to be something of the past, especially in regards to online business. It's interesting to me that the age of social media keeps trying to become more anti-social through automation. This is demonstrated in the way many people conduct business using the Internet. Reply
Tula Rainwater, December 13, 2011

Great post, Bill!! The very essence of sales and marketing is about building relationships. If customers don't know, like or trust you, they won't buy from you. One of the ways customers get to know, like and trust you is buy the customer service that is provided! HUGE effect on the bottom line! Reply
Bob Riddell, December 13, 2011

Right on Bill ! And one of the biggest problems for customer service departments now comes from outsourcing. Apparently there is a huge shortage of english speaking people that can properly communicate with their clients. Just ask my wife! She's hung up on more than I can even count. Not because of waiting on hold for to long but merely because she could not understand the CSR on the line with her! The worst part of this example is now you even see this in a highly played commercial on t.v. Everyone now knows who "Peggy" is ...Right! There-in lies the rub! "We're Just Sayin" Bob Riddell Paragon Marketing Team Reply
Gene Aasen, December 13, 2011

Great points here. What springs to my mind is "Lost Opportunities". Every time you have a chance to communicate with your customers or clients, is an opportunity to sell your business. I don't mean getting their cash each time, I mean getting something that is way more valuable in the long run, their loyalty. Loyalty translates into a lifetime customer and the more lifetime customers you have, the fewer new ones you need to maintain a prosperous business. When I get one of those overseas customer service boiler rooms, I look for my answers on Google or a Forum. The more time I spend looking elsewhere for service or answers, the less I will be spending with the original business. Reply
Rodney Coleman, December 14, 2011

You hit the nail on the head Bill! Customer service has been thrown out the window. If we don't communicate with each other, how can we help each other? I agree with Gene about the lost opportunity. Think about how many times a customer service rep has lost the opportunity to help someone by not listening to what the customer has to say. Reply