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Is there any research out there that tracks how well companies are doing in customer service? I can't tell whether I'm getting old or whether the state of play
by sackfield 3y ago
Is there any research out there that tracks how well companies are doing in customer service? I can't tell whether I'm getting old or whether the state of play has always been like this, but like the author I run into the following situation with alarming regularity:
Customer: I want to do X. (Note: very reasonable request)
Business: You can't do X.
Customer: Why?
Business: Reasons that I can't adequately disclose.
Its getting to a point where the business (or government agency) feels like its spending more time preventing you from doing reasonable thing rather than helping you. The authors case here is a good example. But is this new or has it always been this way?
- water-data-dude 3y agoI think that any service filling that role is likely to get hit with a terminal case of enshittification. There’s been a few services in a similar niche (glassdoor is a standout example) that eventually changed to the “as long as you’re paying us for an expensive corporate account, we’ll remove negative reviews if you complain about them” business model. The incentives are arranged to make it pretty much the only viable way to make money.