I’ve noticed a significant decline in customer service quality over the past few months. When I attempt to reach customer service, it often feels like a daunting task to speak with a representative. When I finally connect, it’s clear that the person on the other end struggles to comprehend my issue, which can be frustrating. For example, I recently called Best Buy to confirm a Geek Squad appointment after my technician failed to show up. Instead of reaching a staff member, I encountered an automated message that redirected me to a central call center. Despite my attempts to explain my situation, they only managed to verify my appointment, leaving me feeling quite frustrated.
From my experience, the decline in customer service can also be attributed to higher staff turnover rates. I’ve noticed that many companies face challenges in retaining skilled employees. As a result, the new hires may not receive adequate training or might not be motivated due to uncertain job stability, directly impacting service quality. Additionally, remote working dynamics have changed how customer support teams operate, possibly leading to communication issues or slower response times as employees adapt to different work environments.
maybe its coz of the reliance on technology, every1 using automated systems instead of real people. sometimes the bots fail to understand the full context of our probz. also, maybe companies cut costs post-pandemic and that leads to less staff available or not enough trained ones.