Customer service (also known as Client Service), according to wikipedia, is the provision of service to customers before, during and after a purchase.
Customer Service, to me, has become an endangered species. Customer Service is something you used to get at the ticket counter, the rental car kiosk, the grocery store and the shoe store. Now, it is something that only shows itself if there is commission or tips involved…and that is on a good day. I went to a car dealer the other day because I was seriously shopping for a new car. (I never go just to test drive for fun because I have no sales resistance). I had educated myself on the cars I was looking at and when a salesman approached me with the usual “car salesman vigor” I was ready to test drive a few cars. He went inside to get the keys and that was the last that I saw of him. GONE! I waited over half an hour, and then gave up. No one else ever came out to help me. Now, that is when you know Customer Service has gone down the crapper when you can’t even get a car salesman’s attention.
I know all the airlines are struggling to get back to better times. I have my money on the first airline that decides Customer Service is the most important. Some airlines treat you like children and file you on the plane in controlled groups and then make you play a subtle game of “duck duck goose” for the best seats. Other airlines act as though they are doing you a favor by putting you in a seat and getting you to your destination somewhere in the general time frame of when you needed to be there. It isn’t a favor…it’s a service…a service that has been paid for.
Come on, I dare you…make me feel special, make me feel important…make me feel like you appreciate me for sitting between 2 snoring men and eating the beef when I really wanted the chicken. Oh, that’s right, I forgot, no more beef or chicken. You have to bring your own bagged lunch when you fly now.
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