One of my 'extra curricular' activities is occasionally contributing to the online blog site, Technorati.
Lately it's become more and more obvious that some of the companies that I've routinely dealt with for years have no interest in talking (vs. emailing, IM etc) with you anymore when you have a question to ask.
I'm also seeing this trend develop within the promotional products industry given the rise of online distributorships. For many - and I'm really seeing this with buyers just out of college - it seems like its just easier to deal with a website as it doesn't take long to complete a transaction and we're all so pressed for time.
Believe me, I can relate....and it's a great model -- until something goes wrong or....you have a question - even a simple one. Seems pretty basic right...have a question, call someone who can give you a quick answer. Used to be common sense...now it's become a business opportunity.
Anyway, here's an excerpt....and a link to the full article. Enjoy....
Every day I’m more and more convinced that Corporate America thinks it’s a great idea to put up walls between themselves and their customers. Internet commerce provides a great excuse to either outsource customer service, turn much of it over to some very advanced customer relationship software or pretty much drop it altogether.
Watching the onset of this – and the way it seems to be spreading like an epidemic among our largest corporations — the only conclusion I can reach is that many of these companies simply have no interest in talking to their customers.
Article first published as Customer Service Is So....Old School