In the Dec. 11 issue of Plastics News, Robert Grace commented on his negative experiences with various companies regarding customer service.
Unfortunately, from personal experience and comments by family, friends and business associates, I've learned that this is not an unusual condition.
I personally view it with a wry humor.
In the late 1970s and early 1980s, the advice was “Get into the service industry, that's where the future growth will happen.”
In today's world, service, either as a part of larger a company or as a stand-alone entity, is abysmal at best.
I understand the cost factors driving this trend all too well. However, the resultant effect on individual companies and the United States' world competitiveness and social structure is devastating. Eventually, like so many things in today's world, people get used to the change and accept that it's the way things are, and no longer try to improve.
I realize it is an extreme measure, but maybe the CEOs of companies operating in the U.S. should try anonymously calling their own order and customer service departments to experience the frustration for themselves. It might just change their view of “the bottom line” and clarify some of the causes of decreasing revenues to them.