I get the sense that most providers of any service have given up and resorted to guerilla tactics. What does it say about customer service when your bank charges you to deposit money, your utility or Telco will switch you to another provider with little more than the competitors request and the cost of fuel accelerates beyond parity leading up to public holidays.

We live in a world where the corporate mantra of get big or get out is nothing more than a carefully phased monopolistic statement that screams 'we don't care about you, we know who you are, you have to buy from us cos there is no where else so we will treat you as we please'. The cost of customer service is valued so poorly that it is relegated to a factory in Bangalore next to some western financed sweat shop turning out backpacks and dont worry you wont have to call them because they will call you at dinner time on a daily basis in broken english to pressure you into a lower cost plan that will cost twice as much as the deal you have. How do you respond to this treatment.

Never direct debit on a credit card
Get a silent number
Churn everything(but dont direct debit)

Why because loyality or retention is a something of inestimable value, but it is a two way street that the coporate world on longer understands or cares about. So treat as you are treated.

Mark Riley
Sales Director

http://www.cutter.com.au