Chase-ing away customers

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Celent have reviewed this profile and believe it to be accurate.
27 August 2009


  • Your experience is a shame, but I'm afraid that manager's customer service attitude is becoming more and more common. I used to work on the corporate side for big companies, and customer service often depended on how profitable we were to the bank (read: "ooh, ______ is quite large and will bring in a lot of fees").

    I now work for an FI that provides "high touch" customer service to churces and ministries all across the country. I'm so glad to work for a company with such "old fashioned" values.

  • Escalation processes cost money and time and companies do not calculate that enough when they tabulate their expenses. After 3 inquires to home depot, I finally CCed in an E-mail what I thought was their Northern President's E-mail and then I got multiple responses from home depot and their district supervisor. The cost of aggravation and escaltion could be spent on prospecting, recognition which leads to growth of business.
    All companies should absolutely invest in service. It is short sighted not to.

  • I had a similar experience. Unbelievable. Did ANYONE get what was promised them in these fraudulent promotionals?