Lisa McLeod is a business expert who has examined customer services. She credits the manner in which employees are treated with the current trend of very poor customer service. If employees are treated like line items, they will perform to that standard. One example given is the vacant, disconnected service at most fast food places compared to the enthusiastic employees of Chic-fil-A. Jean Houston Shore works at a consulting firm. Her opinion is that people are claiming bad customer service when the issue is wanting, but not getting, a policy exception. McLeod disagrees with this opinion. She points out that even online businesses who back that up with live human employees can provide excellent customer service. The trick is to treat employees as valuable and not to put profits over people.
Key Takeaways:
- When it comes to customer relations, the airlines have had a bad few months.
- Bad customer service is not just an airline issue, but can happen anywhere.
- If the company treats it’s employees like commodities, the employees will pay back in kind with bad customer service because they will care less.
“It puzzles me that people label customer service ‘bad’ when what really happened is that the customer wanted but didn’t get a policy exception.”
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