Customer 

Dissatisfaction

What to do

By: John Di Frances

  Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels.

  Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Despite their efforts, however, customer satisfaction results continue to fall. Why aren’t these massive efforts paying huge dividends? One would think that by now the organizations that have committed these vast resources would have a large cadre of satisfied, loyal customers, but in most cases just the opposite is true.

  Think about the scenarios that play out every day. Where is the fast in the fast food industry, when drive-up or walk-in service can now take 10, 15, even 25 minutes or more? Why are there so many telephone response cues that offer callers recorded messages warning that due to unusually high call volume, wait times may be many minutes long? Or how about ...

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