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Stanley A. Marash, Ph.D.
smarash@qualitydigest.com

In the last few issues, I've commented on the sorry state of quality today. I've talked about dismal quality resulting directly from bad management, the poor condition of online quality and the difference between quality and innovation. This month, I'd like to examine the sad state of customer service.

Although we live in a marvelous age, one full of high-tech wizardry and leading-edge management theory, customer service--for the most part--stinks (and it's getting worse).

I've lost count of the times I have witnessed or been the victim of not just poor customer service, but aggressively bad customer service. The old adage, "The customer is always right," is steadily giving way to "The customer is an idiot!" During the last year, I've been berated at fast food drive-thrus, harassed by airline reservation agents, belittled by hotel front desk clerks and ignored by cashiers. It's not just poor processes or lack of training; it's cranky, lazy, inept, disorganized, belligerent employees.

For example, my wife and I were on our way to the airport recently when we decided to drive through our local Taco Bell for a quick dinner. After I placed my order at the drive-up microphone, the cashier read it back to me. It was entirely wrong. When I corrected him, he became defensive and told me that's not what I had said. He then went so far as to give me a lecture on how to order. If there hadn't been a line behind me, I would have left.

My satellite TV provider called recently to remind me that my bill was past due. When I told the representative that I thought an error had been made, she not-so-politely told me that I had better pay my bill and not ask any questions. After being told that I was clearly mistaken about paying my last invoice, despite the cancelled check in my hand, I hung up, called back and asked to speak to her supervisor.

It goes on and on: Plumbers and electricians routinely fail to show up for appointments, banks always assume the customer has made the error, utilities make the customer wait for hours for appointments (but, of course, your bill had better be paid on time), doctors make patients wait for hours in the waiting room (but if you miss an appointment, you'll be billed) and insurance companies take months to pay claims (but don't pay your bill late). I know most of you have had similar if not worse experiences.

I'm sometimes accused of being a curmudgeon because of my cantankerous editorials, but outside the office, I'm a nice, normal guy. I always say "please," "thank you" and "you're welcome." In fact, my wife thinks I'm a bit of a pushover at times. So don't think I'm asking for all this abuse. (And, just for the record, I'm also just as alert to good service; I've seen some outstanding examples of excellent, above-the-call-of-duty service--just not as many as I'd like.)

Why is it so bad and apparently getting worse? We've benchmarked, reengineered, certified, Six Sigmafied and leaned service. Could it be that the young GenXers, who typically fill many of the service positions these days, are just a bunch of spoiled brats? I don't think so. I believe, once again, that the reason lies entirely with bad management. As long as they tolerate bad service from their employees, their employees will continue to provide it. And as long as they model poor behavior for their employees, they will continue to emulate it.

I'd like to know your thoughts on the state of customer service today. E-mail them to me at spaton@qualitydigest.com .