How to stop the customer service apocalypse of 2014

Stokkete/Shutterstock
Stokkete/Shutterstock
When you spend most of your waking hours advocating for consumers, it’s easy to lose your sense of perspective. Complaints pour in, often hundreds per day. I can’t help but feel like the customer-service apocalypse is imminent.

My New Year’s resolution is simple: Stop Servicemaggendon by putting what really matters in my consumer advocacy crosshairs and keep the discourse civil and fair.

What matters? Well, from my point of view, it’s obvious that we’re halfway down a long slide into the customer-service toilet, with only a little pipe to go before we’re flushed out to the sewer. How we approach this precipitous decline matters. It requires a clear-headed, well-reasoned and polite discussion — otherwise the problem could get worse.
Read more “How to stop the customer service apocalypse of 2014”