Promoting customer service first when your employer only cares about sales?

Lovinglife...OOOOOOHHH! I can so relate! I have been in customer service for years....never in retail, but in the manufacturing business. I've had more compliments on my service with my accounts, than anyone in the offices that I have worked...however, on one job, I had a boss that had no idea what customer service was about. He actually was hired for the job, because he wanted a change of career after being an engineer most of his life. NOW, how can a engineer know anything about customer service. After 5 years in watching this man have no clue on his role as a manager, I finally left.

its a sad reality but most companies now a days are so focused on bottom-line figures rather than customer satisfaction. companies don't really care if you have a whole bunch of unsatisfied customers but as long as they are pumping huge profits to the company. sad but its true.

I always thought that the key is to be very helpful to the customer, some of my managers didn't think so. the fact was that when my brother and i were working in this one store there were a few customers that only shoped there because we worked there. some customers actually gave up on that store and when they came a few years later for something very small and got helped by me or my brother they started shoping there again.

Lovinglife...I just received this e-mail the other day, and I thought of you with this Customer Service Discussion. You may have seen it since I think it went around the world a dozen or so time, but I thought it was so hilarious, and wanted to share it with you. CUSTOMER SERVICE This has got to be one of the funniest I’ve heard of in a long time. I think this guy should have been promoted, not fired. This is a true story from the Work Perfect Helpline which was transcribed from a recording monitoring device in the customer care department. Needless to say, the Help Desk employee was fired; however, he/she is currently suing the WordPerfect organization for “Termination with cause.” Actual dialogue of a former WordPerfect Customer Support employee (now I know why they record these conversations!): “Ridge Hall computer assistance; may I help you?” “Yes, well I’m having trouble with WordPerfect.” “What sort of trouble?” “Well, I was just typing along, and al of a sudden the words went away.” “Hmmm. So what does your screen look like now?” “Nothing.” “Nothing?” “It’s a blank; it won’t accept anything when I type.” “Are you still in WordPerfect, or did you get out?” “How do I tell?” “Can you see the C: prompt on the screen?” “What’s a sea-prompt?” “Never mind, can you move your cursor around the screen?” “There isn’t any cursor. I told you, it won’t accept anything I type.” “Does your monitor have a power indicator?” “What’s a monitor?” “It’s the thing with the screen on it that looks like a TV. Does it have a little light that tells you when it’s on?” “I don’t know.” “Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that?” “Yes, I think so.” “Great. Follow the cord to the plug, and tell me if it’s plugged into the wall.” “Yes, it is” “When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one?” “No” “Well, there are. I need you to look back there again and find the other cable.” “Okay, here it is.” “Follow it for me, and tell me if it’s plugged securely into the back of your computer.” I can’t reach.” “Uh, huh. Well, can you see if it is?” “No” “Even if you maybe put your knee on something and lean way over?” “Oh, it’s not because I don’t have the right angle, it’s because it’s dark.” “Dark?” “Yes, the office light is off, and the only light I have is coming in thru the window.” “Well, turn on the office light then.” “I can’t” “No? Why not?” “Because there’s a power failure.” A power……a power failure? Aha, Okay, we’ve got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in?” “Well, yes, I keep them in the closet.” “Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from. “Really? Is it that bad?” “Yes, I’m afraid it is.” “Well, all right then, I suppose. What do I tell them?” “Tell them you’re too damn stupid to own a computer.”

That's the sad part, we are the ones making the company look god while our bosses makes a hell out their customers or subscribers. i had similar incident in a call center, but that was harder because you don't see but only hear them. I did my part, some where good and most were nothing more than part of an angry mob, complaining. am glad am no longer part of hell of acompany.