Customer service is a recurring theme (not only for me!) in blog land and Damien had his own experience recently with Insure.ie. Thankfully, in his case, someone from the company reads his blog and he was contacted and the issue somewhat resolved. Paul Cullen had a piece in Saturday’s Irish Times (subscription required) in which he said:
For consumers are the new powerless in our affluent society. Although wealthier than ever, their resources drain away thanks to high prices, a lack of real choice and illusory competition. Most of us are running faster than ever just to stand still and we don’t understand why. Too often, instead of good service, we get lip service or, worse, disservice; instead of clarity we get obfuscation.
How true – but what’s to be done? I for one would like to see a dedicated portal for customer service in Ireland where bloggers could post their experiences (good and bad) of customer service and try and impact on this whole area. I’d be really interested in stories of excellence as well as the horror ones because until customers raise their expectations of what is acceptable then our benchmarks will hover around the bottom of the scale. I also think that those organisations who have the contempt for customers that Cullen refers to need to see their service compared to similar comapnies who treat customers with a bit more respect.
I’ll admit up front that I’m simply not computer literate enough to organise this myself (the technical bits of this blog function through the kindness of strangers) but I’d be happy to throw in any other know how I’ve got if there are others out there who might do the technical stuff? What do you think?