by Eboni Manning

Created on: November 03, 2007

"The customer is always right."
"The customer is King."
Remember those slogans of yesteryear? They used to actually have meaning. Now, whenever I hear them, I know they're just empty rhetoric.
Customer service has been rapidly declining for at least the past ten years. As restaurants, retail and grocery stores hire more and more shiftless teenagers and other unambitious individuals, shopping has gone from a pleasurable experience, to a chore, to an utter disappointment.

Recently, I patronized a local restaurant( it rhymes with Go Marley's). The waiter was slightly less than stellar. He was constantly asking us to repeat ourselves. Our appetizer, chips and salsa, arrived after we'd already had two baskets of bread. When we finally got our meals, they were completely wrong: side orders were on the wrong plates or omitted completely, and my steak tips were undercooked! The manager gave us a new waitress and had us re-order our meals. That is the most trouble I ever went through to get a meal. And since even the replacement meal wasn't up to par, I don't think I'll be returning to that particular establishment.
And that's just the tip of the iceberg. If you want customer service by phone, forget about it. After navigating six automated menus which require voice commands and constant number pressing, you'll have a hard time resisting the urge to pull out your own hair when you are told (by automated message of course) that the business is closed, and that you should call back during normal business hours.
I've found that, 8 times out of 10, even when you can get someone on the phone, they either can't help you, don't intend to help you, or have no clue what your talking about. Apparently, all the "reference numbers" in the world can't streamline the process to any noticeable degree.
Take my experience with Capital One.I'm calling them out by name because their ads about their wonderful service are a load of manure. For month after frustrating month, I tried to reopen a credit card account I had with them that was closed by someone else. After dozens of pointless phone calls, where I was told my account was "restricted" and could not be opened, I asked for a clear, concise letter of explanation. I wanted it in writing, is that so much to ask? Well, they proceeded to send me a form letter so unclear and ambiguous that I wasn't even sure they were aware of it. When I found out they were, I laughed. Incredibly hard. That letter explained less about my account status than the dozen or so bumbling employees I spoke with on the phone. Needless to say, I paid the balance, and I don't plan to obtain anything from Capital One ever again. Ever.
Whose to blame for horrible customer service? It depends on the situation. Sometimes, as in the restaurant I mentioned, it's one employee. Other times, as with Capital One, I blame the entire company. No matter whose fault it is, though, bad customer service can ruin your day. So I say complain. Complain till you get what you deserve: consideration. It's the least they can do for your hard earned money.

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