This is indeed customer service at its worst and its deadliest, in an era that’s seemingly characterized by a contempt for the human touch. But let’s place less blame on those soldiers on the front lines than on the generals who supply them and align them. The typical customer-service representative is merely an outward-facing pawn of managers who often aren’t interested in serving people … including perhaps even their own people. Occasional cases of poor customer service can certainly be overcome by self-aware managers who take responsibility for gaffes, learn from failures, and commit to improvement. But far too often, managers of many organizations aren’t even interesting in this, and so there’s often not much point in complaining to them about a horrible customer service rep. Bad trees just produce bad fruit.

Source: Forbes May 06, 2018 20:03 UTC