The Customer is Always...Wrong?

Posted on April 12th, 2011

Show Information
Date: February 23, 2011
Host: Ingrid Schlueter
Guest: None
Ingrid introduced topic by describing some terrible experiences recently, when her orders for a special cake and flowers for her mother's 76th birthday celebration, with some 30 invited guests, turned out to be nothing like what was advertised. In both cases, the store employees and even managers did not acknowledge that there was a problem, but instead argued with Ingrid--even when promotional pictures of the products were shown to give evidence of how far the actual product failed to meet expectations.

These experiences intoduced a discussion of the general decline in customer service and "civility" in our country in recent years, and how the loss of personal responsibility and ethics has impacted the business world. While it cannot be expected products and services will never have flaws, the problem occurs when businesses do not acknowledge their mistakes and thus alienate their customers.

While many could give examples of poor service and customer relations, Ingrid opened the phone lines for listeners to call in with their reports of businesses which are the exception, with responsive, helpful customer service representatives, repair staff, and management, thus giving customers a desore to return.

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Posted in Customer Service, Culture, Ingrid Schlueter    Tagged with Customer Service



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