Customer Service

How do you define customer service. It is beyond just the ability to help the customer but it is one of those things that you know it when you experience it. I bet we can all relate a story when we, as the customer, felt that a company or business was glad that they had our business and that they hoped we would continue to use their services. My bank is like that, it is a small community bank (Citizens Savings Bank), and every time I have a problem, like my wallet is stolen, I feel like they are concerned about me and my security. Do they charge me fee that I wish I did not have to pay, sure but they are a business and need to make money. I understand that. Discover Card is another one, any time I had problems with them they were more then kind and understanding. They were always willing to work with me and help me find the best way to address my needs. Yes, I understand that they were interested in making money, and the things they were doing were helping ensure they would get money. However, they approach it in a way that feels like they care about the long term relation that we have developed.

Verizon on the other hand is one company that does not care about you as a customer. They use the nice words but really there is nothing behind their words. I can count on one hand how many times I have hung up with a Customer Service Representative from Verizon feeling my issue had been addressed and that the problem was resolved, or that they treated me like I was an important customer. Twice from two different technicians who came to the house because of on going service issues, but I felt like they really wanted the service to work, but knew the problem was more then they could address. There was the one Customer service Representative who did help me address all the issues with the service and overages and helped address billing concerns. I think that is all of them, they stick out because they were unique in their ability to develop a rapport and attempt to address the issue, not because they gave me what I wanted (none of the actually solved a problem) but because they treated me like my business was important. That is in the 10 years I have been a Verizon Customer. There have been others who seemed helpful but then we realized that they were just "yes men" and really did not address any of our concerns. And Verizon has you stuck. To get away from Verizon at this moment would cost me $400!! I will be smart this time and make it so in one year I will be able to leave them.
Do I think the other companies will be different? Of course not, I left AT&T 10 years ago because I felt like I was a number, they did not care about me as a customer. Verizon at that time was so eager to have my business. I figure any company will be the same and then when i am feed up I will move on. There is no loyalty because to have loyalty I need to have something to be loyal to.
I know it is not just with the telecommunication companies, but almost every company. There is more concern about the bottom line then about the customer. There is more of a concern about getting the new customer then keeping old ones happy. Why is this? I have some theories, first being that most people are slow to change. Change takes effort, so people are slow to leave a company which they are already established with. Look at your phone plan? When was the last time you made a change? How about you cable/satellite? Change is harder then not changing. Companies know this so they know once your hooked you stay.
What can we do to help improve customer service? First you do business with the companies that provide service. Second we need to go back to an old fashioned method of acknowledging great service in written form. When we are part of good customer service we need to let everyone know.
When were you last treated like an important customer? Let me know!! I challenge you to recognize great service and let everyone know.