When Arlene Morzinsky tried to check in for her recent JetBlue Airways flight to New Orleans, the airline told her that her business wasn’t welcome. “Get out of my store! What to do when you’re denied service”
It’s difficult to understate the rarity of Shannon Lee’s complaint. It’s almost as unusual as the topic of this story: bus travel.
“Hey travelers, is it better by bus?”
Renee Delk insists a Terminix technician didn’t visit her home. Terminix’s records say otherwise. So who’s right?
“No visit from Terminix, but they sent a bill anyway”
The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive.
Consider what happened to Virginia Bibliowicz’ father, who rented a car from Budget recently. Shortly after he picked up the vehicle in Knoxville, Tenn., he suffered a heart attack and died.
“When my sister and her husband returned the car later, Budget refused to let them pay the charges,” she says. “I think Budget and this rep should be commended, and they will certainly always have our business.”
“The high cost of great customer service”
Customer service isn’t what it used to be.
You’ve probably heard your parents or grandparents say it — heck, maybe you’ve said it — but other than vague memories of the way things were, you had no proof.
Well, now you do.
A new survey by Arizona State University reviews historical data on the customer experience going back to a 1976 White House study. It found the amount of people reporting customer problems climbed from 32 percent in the 1976 study to 45 percent in 2011, and then 50 percent in 2013.
“Yes, customer service really is circling the drain – here’s what to do about it”