Why Don’t Companies Offer Good Customer Service Anyways?

by Barry Moltz on December 1, 2009

As consumers, we all want it. As companies, we all promise to give it. Somewhere in between, we lose good customer service. Why?

One of the biggest obstacles blocking customer service is confusion about why a company provides customer service in the first place. It’s a myth to believe that ethics, pride, or altruism are the reasons for a company to provide customer service. A company provides good customer service because it delivers an economic advantage—either in terms of increased revenue or reduced cost. Altruism isn’t a valid reason to provide good customer service. We like our customers a lot—as people and as customers, but our relationship is based on mutual economic advantage. We provide services that our customers need, benefit from, and are willing to pay for. BAM!-good customer service is part of our economic model.

Ethical standards of business behavior are unwavering. We believe that every company should behave ethically in all matters. The measure of ethics is whether or not a company keeps all its commitments in an honest and trustworthy way—these commitments may or may not include customer service. A side benefit of keeping customers happy and satisfied is pride in a job well done—but pride is not the  reason to provide customer service.

The reason to provide BAM!-good customer service is because it increases the bottom line. Here are more BAM!-blockers. What are yours?

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