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Why does UK business accept poor customer service as the norm?

Why does UK business accept poor customer service as the norm?

Even the word “customer service” has become a standard mantra for every company on the internet. I can’t remember where I first heard it – but I am pretty sure it was not around 20 years ago. When was the last time you heard a company advertise themselves as giving an average or mediocre service? It must be the easiest idiom to offer, but the hardest to deliver.


Only this morning I called a company (for the second time) whose services we need for some designs I want looked at. Having been greeted very politely on the phone, I was asked if a message could be left … again. Having remarked that a second message was probably not necessary as it would be a repeat of the first, the lady said “okay – bye” and put the phone down.


Frustrating though this is – we are in the same boat as everyone else. How often does a business change a service provider due to a poor relationship? I am the first to moan about my mobile phone provider not having a strong enough signal or our stationery supplier delivering two weeks later than promised. But, like every other company, we deem it too much trouble to change over to someone else.


By matthew on March 15, 2011

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