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Article : Is Customer Service Evolving, Or Just Getting Worse?

In your opinion, do you believe the customer service you get today from other companies is better or worse than it was, say 5 years ago? We asked this very question to some of our members, and here are the answers...

Greg Beaver
Vice President Customer Services
United States

"I believe some companies are better and some are now worse. Those companies that have taken the time to understand their customers needs have the ability to flourish. Today's customer is more sopisticated and has more choices than ever before."

Linda Olsan
Customer Care Operations Manager
United States

"Worse -- 5 years ago companies were still striving to exceed customers' expectations. I have been looking for a recovery proccess to begin for the companies who have abdicated their service strategy, but have not seen it yet."
About Assurant

Assurant Solutions companies develop, underwrite and market specialty insurance, extended service contracts and other risk management solutions in collaborative relationships with financial instituti... (read more)
Ciara Coghlan
Customer Care Manager

"Generally I think it is better. Companies seems to have more desire to provide a good customer experience and keep customers. Wait times to call centres are generally not as a long as they used to be and there are more ways to contact companies like email and chat which help"
About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
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Kam Gill
SSCC Manager
Northern Alberta Institute of Technology

"Service has deteriorated and its showing in consumer frustration. Call centres have become more cost focused with conflicting goals such as increasing sales/customer rapport while lowering AHT. Customers are wise and know can understand why they get treated the way they do by some companies. They are more likely to shop around till they find a service provider that suits them."

Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"I certainly think that customers are more demainding today that say 5 years ago.We now live in a multi media age where consumers can access a retail by a number of different methods whether its the web, mobile communications or a store front. I think many companies haven't reacted quickly in providing a customer service offering that meets those needs."

Barbara Mount
Director, Customer Service
Imperial Parking

"Worse, especially in markets where the unemployment rate is very low and the availability of skilled customer service representatives is low. Also, in a climate of low unemployment rates, employers may be fearful of performance management because of a percieved risk of increased attrition."
About Imperial Parking

Impark operates almost 2,000 parking facilities with 450,000 parking spaces in North America.
Kainat Zehra
Head Customer Care

"it is better, because the companies have more resources, they have also understood, the power of individual customers"

David Heminsley
Business Owner
Daves World
United Kingdom

"Worse because everything is computerised now so the customer service agents on the telephone
no longer need to think therefore this turns people into a robotic state"

Graham Kingma
Vice President Customer Experience
The Shopping Channel

"Although I believe there has been more focus in the area of improved Customer Service, the offerings have become much more complicated from organizations. The knowledge expected of an individual providing the Customer Service has greatly increased, but the tools provided to that agent have not necessarily kept up with these expectations. Therefore, overall, Customers may have seen a decrease in Customer Service directly from the agent.

Customers have seen an increase in self service to assist with their Customer Service needs. Whether this be an automated check out at a retailer, or online access to bills and payments, Customers are more equipped than ever to help themselves. If organizations make these services easily accessible and easy to use, the Customer wins with a noticeable improvement in the service provided."
About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
Lissa Millspaugh
Vice President Operations
United States

"I feel customer service is better than in the past. Clearly, customer expectations are higher, but I believe technology has empowered many companies to do a better job of first contact resolution and offering a greater range of self-service solutions."

Mary Hampton
DXC Technology
United Kingdom

"Generally I believe that customer service has improved - mostly through what technology can provide. However, this is a bit of a double-edged sword since as what technology enables - customer expectations of service delivery then increase."

Jeffrey Folkins
Sales Agent
Bell Aliant

"Personally, I find that it is worse than before because I find that some companies are not properly training their agents and when you speak with them, they are not well informed on the products/procedures or they have not been trained on proper etiquette and customer service."
About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
JoAnna Brandi
Return on Happiness
United States

"I think it's worse. I don't think people are getting the basic training they need to understand how to deliver the kind of customer experience that's worth coming back for."
About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990.
Penny Phaneuf
Director, Client Services
Top Local Search
United States

"Customer "self" service is much better, however customer service involving human interaction has deteriorated with call centers being outsourced outside the US. It does not matter how much training an individual receives on language, culture, and customers and product support, if the customer on the end of the line cannot understand the individual, it is an exasperating experience leading to disastifaction."

Ginger Tidrow
Customer Relations Specialist
United States

"I think it depends on the type of company. In certain retail organizations I think it has improved. I had the worst customer experience of my life with Dell and I understand that is a change for them."
About FedEx

FedEx is committed to providing outstanding customer experience, to being a great place to work, a thoughtful steward of the environment and a caring citizen in the communities where we live and work.... (read more)
Darleen Witmer
Customer Service Manager

"yes I think that companies are genuinely trying to provide improved customer service and value to the customer. The reasons are better prices, improved communications with customers and real people when calling into, as well as email options, chat as well as phone supports."

Grace Heny

"Nowadays customer service is delivering better service than previous, as the customers demand is getting higher, more option to choose, globalization and level of education are also getting better."
About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
Jan Shabi
Communications Supervisor
Metropolitan Police Service
United Kingdom

"worse, People don't seem to care anymore. There is no comittment to jobs due to such uncertainty in the industry"
About Metropolitan Police Service

The Metropolitan Police Service (MPS) is the territorial police force responsible for policing within Greater London, excluding the 'square mile' of the City of London which is the responsibility of t... (read more)
Larry Poyner
Director of Marketing
Uber Results
United States

"I believe it is worse. It is much less personal with all of the automated options without the ability to interact with a human as quickly as we would like, or when the options do not meet the customer needs by being to vague."

Marylee Woods
Customer Service & Training Advisor
City of Des Moines
United States

"I believe that there has been a decrease in the level of customer service especially in terms of personalized service. While the opportunity to interact with companies through a variety of channels (phone, email, chat) has increased contact points, this is only progress if the level of service excellence is consistent."

Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"I believe the service has declined in recent years. The human touch in contact centers has been limited through automated menues and strict scripting, and agents are less empowered to take action to do the right thing."
About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
John Rico
Manager: Customer Care
Boingo Wireless Inc
United States

"Worse, Customer service agents don't seem to care as much about the customer. The focus seems to be on getting you off the phone rather than solving your issue. When you are promised a call back from a supervisor or manager, that communication rarely happens, mostly it never happens."
About Boingo Wireless Inc

Boingo Wireless is a private American company that provides wireless communication services, specifically Wi-Fi. It was founded by Sky Dayton, who also founded Earthlink.
Helle McDermott
Customer Care Leader

"In my private life it is worse. I have moved from England where there is an awareness of Customer Service to Belgium where the standard is less high, this is cultural to the Belgians and not meant as bad service they just do not see it as that important."
About PerkinElmer

PerkinElmer, Inc. is an American multinational technology corporation, focused in the business areas of: Life and Analytical Sciences, Optoelectronics, and Fluid Sciences. PerkinElmer's Life and Analy... (read more)
Roslyn Cross
Current Student
United States

"Today and five-years-ago, customer service lost its luster when the employees and management staff in control of service became complicit. Customer service is not working on the service aspect of meeting the needs of the customer, today employees are clocking in to do a job but it does not includes "service" anymore."

John MacDaniel
Sr. Director, VOC/Digital
C3i Solutions
United States

"Same. I have not noticed a difference one way or the other."
About C3i Solutions

Telerx, headquartered in Horsham, PA, is a leading provider of customer care solutions. From its contact centers in Pennsylvania, Texas, North Carolina, Canada, the Philippines, Europe and Latin Ameri... (read more)
Edison Stephen
VP Customer Interaction
Trinidad and Tobago

"Yes; in general I believe that global contraction and competition have driven improvements in customer service delivery."
About Fujitsu

Fujitsu is a provider of customer-focused information technology and communications solutions for the global marketplace. Since Fujitsu 19 19s establishment in 1935, we have maintained a commitment to... (read more)
Mark Weingarten
Assistant Vice President Customer Service and Operations
United States

"I think it is worse. For the most part, companies aren't spending enough time focused on the customer but rather the bottom line."
About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd

"I believe that it is significantly better, even with an exponential rise in the expectations of the customer.Most, if not all, companies are now paying more attention to the voice of the customer and realise that this generation of customers consider themselves to be more transitory. Customers are now more aware of their options and are considerably better educated about their choices."
About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
Evelyn Huff
Customer Service Representative
United States

"Customer service is better due to companies are preparing employees to be more friendly and calls are monitored more to improve customer satisfaction."
About FCIS

The Florida Council of Independent Schools (FCIS) is a professional education association founded in 1954 by a small group of independent private school leaders. Their purpose was to establish high st... (read more)
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.

"I think it is worse for 2 reasons

1) automation has replaced the human/personal touch

2) human responses are too mechanical and not alive and refreshing specially in the hospitality sector"
About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
Hanz Cubillan
Customer Service Director
Sao Bac Dau Business Solutions Corp.

"I believe that customer service today is better than it was 5 years ago. Better CRM features have enhanced customer experience, making service more personal and effective."
About Sao Bac Dau Business Solutions Corp.

Sao Bac Dau Business Solutions Corporation (SBS) - a member of Sao Bac Dau Technology Group - is a technology services company delivering business and technology solutions to help its clients improve... (read more)
Robin Ayers
E-Commerce Customer Service Manager
Deckers Outdoor Corporation
United States

"I think there has been a decline in organizations giving good customer service. As most consumers don't expect much anymore and companies are giving them exactly what they want, not much. Unless there are sales involved, then associates of companies kick up the customer service a notch to try and get the sale. But if there is nothing immediate for them, they really don't even try to be courteous."
About Deckers Outdoor Corporation

Deckers Outdoor Corporation is a footwear manufacturer based in Goleta, California, United States. It began in 1973 as a sandal producer, run by Doug Otto.

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - E-mail Management

Read today's tip or listen to it on podcast.

Published: Monday, September 28, 2009

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2020 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

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