Leadership Caffeine
JUN 4, 2012 9:40am ET

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Customer Service Hell and the Leaders Behind It


The contrast between organizations where employees are engaged, happy to be there and happy to serve and organizations where the employees are going through the motions is clearly and painfully visible to all of us. This latter organization where customers are an inconvenience, reflects a wholesale failure on the part of leadership. 

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Comments (2)
A true statement about customer service from today's City Agencies to big box stores. Organizations think they are data driven, when in fact they are customer driven, from Police Departments to a dentist office, without customers you are out of business. Unfortunately top executives or managers are politicians and really focus on personal goals then organizational missions.
Posted by T N | Tuesday, June 12 2012 at 12:50PM ET
When the topic is about Customer Service, I would like to highlight my experience as a customer of a Telephone company in India with whom I had subscribed for Telephone, DSL and Digital TV. The experience I had with them is horrible. I am an IT professional and the service I was expecting from the top company is down to nothing. The company is using the service of outside Customer Service agency (Call Center). The pitfall, they do not have a system that is Customer friendly; one example, when we enter our customer ID on their automated system, still they ask our customer ID and if the call is transfered to a senior executive, again we have to tell them our customer ID. Whatever request we are making they are not able to update it into their system and they are unaware of that. The bottomline is I am not able to put my proplem to the real people. This Call Centers looks as a dumb center and I find myself wasting my time calling over and over again, the employees at this centers only does the job that was instructed to them. My concern was they are deducting the money from my account for no reason and I wanted to know about it, there is no one real to give me an answer. There is no real customer service for the product we are using, there is no way to update our grievances, the company website does not work and returns with an error, even if I tell them this problem, there is nobody to note it and correct it. It turns out that I am in a fix because I had already spent a considerable amount of money in buying their equipment, and they are sucking money from my pre paid account, the worst is, not using their service on the equipment I had already bought. So finally a company without proper customer service, a time will come when they have to pay for it.
Posted by Joseph J | Wednesday, June 13 2012 at 3:56AM ET
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