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View Diary: Is customer service dead? (61 comments)

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  •  I hear you, and I empathize. However, (2+ / 0-)
    Recommended by:
    a2nite, greengemini

    every customer with a complaint is not a smug, self-righteous, overly self entitled a-holes. I hope you're not suggesting that that there are no reasonable complaints and/or that there are no reasonable persons making complaints.

    •  asdf (0+ / 0-)

      please see my follow up, above, added in immediate reply to my own comment for clarification on that very matter.

      "i hear you're mad about brubeck ... i like your eyes. i like him too." -donald fagen

      by homo neurotic on Thu Dec 13, 2012 at 01:56:51 PM PST

      [ Parent ]

      •  Got it. Thanks! (1+ / 0-)
        Recommended by:
        homo neurotic

        I really do empathize. I do know that many who deal with the public are in no win positions. They're handcuffed by bad management, bad policies, and lack of authority to do what is necessary to fix the problem.

        Again, all of these issues ultimately fall on management.

        •  yes yes yes (0+ / 0-)
          Again, all of these issues ultimately fall on management.
          absolutely !!

          it borders on cruel to put people on the frontline / in the trenches as gatekeepers of customer communications, while NOT providing them with all the tools needed to adequately solve the problems that come at them.

          "i hear you're mad about brubeck ... i like your eyes. i like him too." -donald fagen

          by homo neurotic on Thu Dec 13, 2012 at 03:37:42 PM PST

          [ Parent ]

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