Have you had to call any customer service departments recently? Maybe your credit card had an billing error, or you needed tech support for your computer. Chances are you ended up speaking to someone in India. A lot of major corporations are moving there customer service centers offshore to save on costs. However from a consumers point of view this is bad. Quite often you end up speaking to someone who can’t/doesn’t understand your problem. They are always very polite, but they just never seem to get the job done. Out of sheer frustration you eventually give up and hang up. You feel partially to blame because maybe you didn’t explain yourself or weren’t patient enough with the person on the other end of the phone. So the next time you have a problem, maybe you don’t even call. From the corporations perspective this is great it costs them less to handle calls, and the call volume is diminishing.
Here’s the point though CUSTOMER SERVICE is made up of two parts, CUSTOMERS and SERVICE. Eventually when the CUSTOMERS don’t get the SERVICE they need they stop becoming CUSTOMERS.
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