Comments on: Attitude of Entitlement = Poor Customer Service http://justjoan.joanginsberg.com/2010/07/attitude-of-entitlement-poor-customer-service/?utm_source=rss&utm_medium=rss&utm_campaign=attitude-of-entitlement-poor-customer-service Where business meets personal, because you can't separate work and life. Fri, 03 Feb 2012 23:32:08 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Customer Service Should Quit Apologizing and Start Fixing http://justjoan.joanginsberg.com/2010/07/attitude-of-entitlement-poor-customer-service/comment-page-1/#comment-8185 Customer Service Should Quit Apologizing and Start Fixing Sun, 23 Oct 2011 02:25:34 +0000 http://justjoan.joanginsberg.com/?p=875#comment-8185 [...] people love to write about customer service. I’ve blogged about it before, and so have many others. TLNT blogged just last week about the importance of customer [...] [...] people love to write about customer service. I’ve blogged about it before, and so have many others. TLNT blogged just last week about the importance of customer [...]

]]> By: Karla Porter http://justjoan.joanginsberg.com/2010/07/attitude-of-entitlement-poor-customer-service/comment-page-1/#comment-562 Karla Porter Tue, 06 Jul 2010 17:26:45 +0000 http://justjoan.joanginsberg.com/?p=875#comment-562 I think I beat all those awesome bloggers you mentioned when I posted "Poor Customer Service is Bad Biz" on May 1 (just sayin!). Actually,I write about it frequently but not always on my own blog, as one of the co-founders of the NEPA Customer Service Consortium http://nepacsc.ning.com (free and anyone interested in customer service can join). I spent many years inside a very large organization devoted wholly to customer service. I have to politely disagree with the view that entitlement is to blame for poor customer service. It is the accountability of the company to find and employ customer service oriented staff. The reasons cruise lines get it right are because as you stated - they compensate well, and because they are very good at hiring for fit as are most luxury hotels/resorts (though these do not necessarily pay well). Non-luxury hospitality, food & beverage establishments do not have very sophisticated candidate selection practices and the pay is generally poor. I guess that was a long winded way of saying there are many companies that need to review how they attract candidates and select employees. I can't generalize. I have had some exceptional, energetic service from teenagers and rotten service from gum smacking, gossipy 50 somethings who never bother to come back and check on me until it's to bring the check and it has happened to me in several countries. Customer service definitely differentiates and is the foundation of relationship based business... I think I beat all those awesome bloggers you mentioned when I posted “Poor Customer Service is Bad Biz” on May 1 (just sayin!). Actually,I write about it frequently but not always on my own blog, as one of the co-founders of the NEPA Customer Service Consortium http://nepacsc.ning.com (free and anyone interested in customer service can join). I spent many years inside a very large organization devoted wholly to customer service. I have to politely disagree with the view that entitlement is to blame for poor customer service. It is the accountability of the company to find and employ customer service oriented staff.

The reasons cruise lines get it right are because as you stated – they compensate well, and because they are very good at hiring for fit as are most luxury hotels/resorts (though these do not necessarily pay well). Non-luxury hospitality, food & beverage establishments do not have very sophisticated candidate selection practices and the pay is generally poor.

I guess that was a long winded way of saying there are many companies that need to review how they attract candidates and select employees. I can’t generalize. I have had some exceptional, energetic service from teenagers and rotten service from gum smacking, gossipy 50 somethings who never bother to come back and check on me until it’s to bring the check and it has happened to me in several countries. Customer service definitely differentiates and is the foundation of relationship based business…

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