Customer service is what many companies pride themselves on. In this era of online shopping, it seems that customer service might not be what it used to be and in some ways, that is correct.
Many people like to do their own grocery shopping, but online grocery shopping by pick up or delivery is becoming more and more popular. In the past, you might recognize your cashier at the grocery store and maybe even some managers. My mother, for example, has a great relationship with a local butcher at her favorite grocery store. When you shop online; however, that face to face communication is not part of the equation. If the person at Walmart packs your order incorrectly or gives you the wrong product, you can rate them on the app. Whether or not it will get back to that particular person is anyone’s guess. A grocery delivery person made several mistakes on a recent order of mine and I did receive a credit for my next shopping experience. Now that’s rare good customer service! Amazon used to be known for their great customer service, but even that is gone downhill lately with late deliveries, packaging incongruities (why pack a tiny book in a huge box??) and no way to reach an actual person.
I had to contact Verizon at least twice to fully cancel a line on a tablet. My husband has had several horrible customer service experiences by phone. At my workplace, we have an employee and visitor cafeteria. The employees who “work” there act like they couldn’t care less if there is a long line or if they charge you too much. They are on their cellphones at the register and while they’re working. There is no accountability at all.
Do people just not care about doing a good job? Is customer retention a thing of the past? You would think that with all of the competition out there and the choices we have as consumers, businesses would strive to do better.