Death of Customer Service

You come home from a long day at work, you open your door, step into your house, and are welcomed with ants everywhere! In a panic, you google and call the first Pest Control company on the list, only to be greeted not by a friendly voice on the other end of the phone, but an automated teleprompt or a voicemail. Now what? You need help and answers now! Now you are tired, worried about the pests, and frustrated that you cannot simply speak to a live person on the phone who can help answer questions and guide you to the relief our household needs. Instead of getting help, you find yourself calling from company to company to find someone, anyone who can simply help and answer your questions. 

Have you noticed the decline in customer service? For years it seemed to get gradually worse, but the Covid happened and seemed to accelerate the down trend. 

It’s bad enough to get automated messages and keypad menus when calling a service provider. Now it’s a keypad menu and a voicemail that no one checks, or we get directed to someone with a foreign accent.  They often have no clue what we are talking about partially due to a language barrier, but also lack of knowledge on the subject matter. Ultimately, it’s difficult to talk to them let alone get any help. Or worse yet, the call that never gets answered, or the ridiculous hold time with hold music that seems to be designed to keep us calm when we want to reach through the phone and punch someone.

Automation is one reason for this. Tools like AI, robotics, and computers are immense, and the impact of them is astounding. Like everything though, they have their place. Nothing can replace a personal experience, or direct conversation with an actual person. The benefits of these advancements are certainly one-sided, and the people who should be the priority end up being treated like a number in the queue. 

The next reason is cost cutting. It is obvious that part of business is keeping costs down. Most individuals understand the old phrase “you get what you pay for”. This is absolutely the case here. It’s one thing to hire a service to take phone calls outside of business hours, another completely to outsource the entire customer service department. On one end, someone with knowledge and answers will be there to help in a relatively timely manner, on the other the outsourced individual is the end of the line. These individuals are often instructed to follow flow charts that try to streamline the reasons for contact, but rarely does it work as all situations are different. 

This leads to the ultimate question; does anyone even care about the customer anymore???

The Green Advantage was built around helping people. Bringing options and solutions to issues that concern the most important people, our customers. Although we are not perfect, and don’t claim to be as no one is, our dedication to the best experience is unparalleled. The Green Advantage is unrivaled in our commitment to excel in our goal to the most advanced, extensive, safe, courteous, and convenient service available today.

We are local, We support Our community, and We are here for You!!!