Are retailers/service providers really concerned with customer satisfaction anymore?

I find that I spend an awful lot of time sorting out problems with my cable and broadband provider/gas and electric company etc. not to mention wrongly delivered goods/incomplete goods etc etc etc. What's more, their so-called customer helplines make being unhelpful into an art form and can be so rude to you, the paying customer. I have to say that things are much the same before they have secured your purchase, in many cases. Have you tried asking for advice in an electrical store recently? Is the philosophy of customer-satisfaction just a token gesture nowadays? Why and how do these companies continue to generate huge profits despite essentially poor consumer-relations (regardless of what their 'surveys' show)?

Are retailers/service providers really concerned with customer satisfaction anymore?
NO they are not, as a whole concerned ,


about us their retail customers .


This is very short sighted ,as we have seen many ,


previously high, profit making businesses,


that are


are now going "to the wall"


Because of their cavalier attitude to the customers





It is a competitive world and eventually people ,


rebel against this off hand treatment


and take their custom else were ,


for better service and support





Then the huge profits made,


from their poorly served customers ,


will fall and they will be no more .





When we are treated ,with this contempt and indifference ---


We should all "vote" with our feet !!!!!





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Reply:todays "free trade" society is obsessed with products of all kinds. most people feel pressurised to have most products because it is "cool" or "socially acceptable" to have them. in the capitalist world this means that many more products are becoming essential like water, electricity and food. this means companies can charge you whatever they want and not worry about customer service as much. that s my hate fuelled explanation anyway!!


lol!!!
Reply:"Customer service" seems to be a euphamism for damage limitation for when things go wrong.





The only reason large companies with poor customer relations make big profits, it that people put up with poor service and take it for granted.





I do not. If I get poor service and am dissatisfied, I vote with my feet and take my business elsewhere. This applies to all businesses; banks, shops, utility companies, transportation, you name it. If more people did this, the bad companies would go bust in no time.
Reply:Well rocket, there may be many explanations...many reasons...


1.In countries where there are lots of competition in an industry and the service industries are matured, firms try to differentiate by providing high quality and thats why due to competition its not true that such costs will also charge more...they provide quality to survive......But in cases where the service industries are not so mature, they don't have to bother about customer.....its demand and supply game.. they supply and demand is already there...who cares about quality?


2. In some cases even in matured markets, some firms provide so cheap low cost versions that they don't provide quality and they explicitly state that in their communications to customers.


3. Still if they claim to provide high quality but are not providing it, its is the management problem. Such firms in mature markets in long term will lose customers always.


Now pick up your case.


WHAT CAN YOU DO TO SOLVE YOUR PROBLEM?


If your case is no.3 and you expect high quality- shift to another firm or if switching cost is high then complain and keep on complaining to the top management. If its a good firm they will listen or else drag them to the consumer courts.


MANY A TIMES BECAUSE OF OUR DIDN'T MATTER attitude even good firms don't provide what they claim. But, once they understand that customers too have power they will be more responsible towards customers like you....


Let me know your view......
Reply:I think it depends on the store. One place I buy music from has got such great staff I travel 20 miles to go there rather than the one in my town. Some places are really strong on customer service.
Reply:It depends upon their marketing strategy. Quality retailers who do not sell on price will invest in customer satisfaction and provide the back up this needs. Outlets that sell by tying to be the cheapest will strip their costs to the bone employing pushy spotty faced salespeople who will tell you anything to sell you anything.

What are the best metrics to measure efficiency (cost) in an inbound environment?

If Customer Satisfaction IVR survey results are used to measure customer satisfaction, then what are the best metrics to measure efficiency (cost) in an inbound environment?

What are the best metrics to measure efficiency (cost) in an inbound environment?
http://www.tmcnet.com/channels/workforce...





IEX Solution Applies Inbound WFM Techniques to Outbound Environment





By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions





What you want may be here...





gl

Can you help me in that survey?its really important for me,really?

for the coming points what do you think is necessary for you to find in Automotive engineering Department


For each item identified below, circle the number


to the right that best fits your judgment of its needs.


Use the scale above to select the quality number.


Customer VoiceScale


Not important (1) , Slightly important (2) , Neutral (3), Important (4) , Extremly important (5)





1.Prefer that they be well trained before graduation. 12345


2.Prefer have idea in management not only engineering. 12345


3.Should have a fair knowledge about statistics and statistical knowledge.12345


4.Speak English Fluently.12345


5.Study engineering and business ethics12345


6.Know international and national business.12345


7.Should have Maintenance Knowledge 12345


8.Study design of computerized line of assembly systems. 12345


9.Know technology of painting.12345


10.Know techniques of car testing.12345


11.Know the design of data base and information system. 12345





please say ur gender , age , Job. Thanks alot.

Can you help me in that survey?its really important for me,really?
1. 5


2. 4


3. 4


4. 4


5. 5


6. 3


7. 5


8. 4


9. 3


10. 5


11. 4





female, 42, stay at home mom, you are welcome
Reply:1. 5


2. 3


3. 2


4. 2


5. 5


6. 3


7. 5


8. 5


9. 4


10. 5


11. 3


female, 18, student

How do i get rid of this computer virus?

A telephone company is planning a marketing survey of its 760 000 customers.?

For budget reasons that company wants a sample size of about 250.


a) Suggest a method for selecting a systematice sample.


b) What expense do you think is most likely to limit the sample size?

A telephone company is planning a marketing survey of its 760 000 customers.?
a. 760000/250 = 3040. Arrange the customer list alphabetically. Sample every 3040 th name.





b. Salary expense of people surveying the customers.

I recieved a customer satisfaction survery from the post office today... any idea why?

It just seems strange they would send this survey. This is the first time in... well, my whole life, that I have ever gotten one of these. Do you think there could be a problem with my postal carrier?

I recieved a customer satisfaction survery from the post office today... any idea why?
No, it's a random survey.

Is this a scam?! How can I find out if it is? The place is called ELITE SURVEY. Here's the story...?

I saw an ad in the newspaper under the employment classifieds for a customer service evaluator. I went to the website and filled out something and summitted it. I can't remember the website, can't find it, and I don't remember what I filled out. Lol. Then, three months later I recive a check in the mail for 2595.00. I am suppost to keep a 100.00 for myself and the rest is to send a money gram to Canda. Then fill out a survey and fax it along with the amount of hours I can put in. The check is valid. I work at a check cashing place and know how to valid any check. I called the number on the paper work they sent and they said they have offices in America, but I called the Canda one. And said pretty much everything that is on the paper work. It also said if this assignment goes good and no problems happen, they can sent three to four assignments a week. It seems too good to be true, but at the same time, the check is very real. Are there any obvious risks I am missing?

Is this a scam?! How can I find out if it is? The place is called ELITE SURVEY. Here's the story...?
I have heard of this. You will deposit the "real" check in your account and then you send the money gram. Later the check comes back as bad (check takes a week or more to clear) but you have already sent the funds in a money gram that has been cashed and you are the one who is left to cover the loss.





Maybe I'm wrong but that's what it sounds like to me.
Reply:I would cash the check and just hold the cash for at least 30 days to make sure if necessary, I could repay it. I definately would not cash it and send anyone anything. More than like the check (if cashed) will be debited from your account as stolen or something. Cash it at your bank and wait for a couple of statements to come in and maybe (not likely) you will have couple of grand to play with (don't count on it)
Reply:Here is a fantastic company that will allow you to work from home. They pay a bonus of $100 to $1000 each week. Their services are marketed in 180 countries this is an exciting company to join free. visit http://www.exlr8.ws watch the flash movie

I was wondering if anybody knew what a legal payroll deduction is when you work for a tow truck company?

My boyfriend works at a tow truck company. They have a contract with AAA. AAA sends surveys out to their customers to evaluate their opinion on the overall service that they received. The owner of this tow truck company wants to take the surveys and if it does not come out as a customer is 100% satisfied then he wants to deduct $75.00 from their paycheck for every negative survey he has faxed to him.

I was wondering if anybody knew what a legal payroll deduction is when you work for a tow truck company?
No, he can't do that. I would suggest to him he give a $10 or 20.00 bonus for all 100% satisfied survey!





Some people can't find the Forrest for the trees!
Reply:The owner can't do that. That's illegal. I should report his scamming butt to the IRS.

loops beats