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It is a truth universally acknowledged that the more companies talk about the quality of their customer service, the worse it gets. The bigger the organization the worse it gets, and so on. Beyond that is the absolute nadir of customer service that currently is a long established airline company whose name, like the Dark Lord?s, is not mentioned in polite circles.
It was not always like this. Once upon a time, shops and trades and businesses were local and the customer knew with whom they were dealing. Customer service was not spoken of because it was expected and given automatically.
Staff were helpful, polite, and above all, were allowed to use their common sense. You don?t get that out of a company manual. Too Much Complexity
To be fair, the retail car industry hasn?t really fallen into that trap, although there is a sense of sales staff performing rather than serving. In such a cut-throat business, the need to stay on top of one?s game is obviously paramount. Customer service in car dealerships is usually excellent, if a little slick. What has changed for the worst though is cost. The complexity of modern cars and, for the most part, the total inability of the average customer to fix them at home means expensive garage bills when even the slightest thing goes wrong. The car makers know this.
Well, according to an admittedly dusty and neglected four-year old report I came across, the public are beginning to question...