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Article : Is Customer Service Improving?

We wanted to know whether customer service had improved at all in the last five years, and who best to ask than the professionals who have made their careers out of finding better ways to improve customer service in the contact center industry. Find out what their opinions are.

"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."

- Helle McDermott, Customer Care Leader, PerkinElmer, Belgium


"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"

- Ciara Coghlan, Customer Care Manager, Meteor Mobile Communications, Ireland


"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"

- David Heminsley, Business Owner, Daves World, United Kingdom

"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."

- Grace Ma, Head of Customer Service, AXIS, Indonesia


"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."

- Steven McKenzie, National Customer Care Manager, Siemens Ltd Australia, Australia

"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."

- Hanz Cubillan, Customer Service Director, Sao Bac Dau Business Solutions Corp., Vietnam


"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."

- Christine Ashworth, Head of Customer Service, Zendor GSI Commerce, United Kingdom


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

- Kainat Zehra, Head Customer Care, JMFS, India


"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."

- Mary Hampton, Consultant, CSC, United Kingdom

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

- Jan Shabi, Communications Supervisor, Metropolitan Police Service, United Kingdom

"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"

- Ajay Nambiar, Head - Customer Relations, Mahindra Holidays and Resorts India ltd, India

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Plan Training In Advance

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Published: Thursday, September 24, 2009

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