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Why Is Customer Service So Bad? Because It’s Profitable.

“So why is customer service still so bad?” reports hbr.org. This may help us understand why some of the most hated companies in America are so profitable and why customer service, unfortunately, remains so frustrating.This is in line with surveys over time that indicate that consumers consistently perceive that customer service is generally bad and even possibly becoming worse.These accounts seem at odds with the pledges by many companies that they are committed to great customer service.But overall, our research shows that the benefit of curbing redress costs can explain the wide-spread use of hierarchical call centers at many customer service departments.
 
Source: hbr.org



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