山西财经研究生英语课文Customers first the message for this or any other year.doc

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山西财经研究生英语课文Customers first the message for this or any other year.doc

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山西财经研究生英语课文Customers first the message for this or any other year

CUSTOMER SERVICE Customers first: the message for this or any other year By Michael Skapinker 1. What, the caller from Hewlett-Packard wanted to know, did I think the big business issues would be this year? Well, I replied, in Hewlett-Packards case, I thought the issues should be that my new HP printer-scanner-copier refused to scan when I bought it and it took me weeks to sort it out. Also the machine could not print on lightweight card, as it was supposed to, without jamming. 2. The man from HP laughed nervously. Were there any other big business issues I would like to mention? No, I said. If HP took care of those small ones, the big ones would take care of themselves. 3. I could have talked for longer, but I had to call Powergen. I should not have been using the FTs time to sort out my electricity difficulties but no one had answered the 24-hour Powergen helpline the previous evening. This time I got through and, after a few false starts, they sorted out my problem. 4. Why is it so hard for companies to get things right? 5. The British utilities seem to have surrendered all their post-privatisation customer-service improvements. Some have gone back to their tricks of 20 years ago, including not turning up at the appointed time and then claiming to have rung the doorbell and found no one home. 6. Many banks, retailers and the rest are no better. Some seem to have cut back on the essentials of customer service training: please, thank you - that sort of thing. 7. I know this is not just a British phenomenon: every time I write about deteriorating customer service, many of you e-mail from elsewhere with the same complaints. 8. What is the problem? Some of it is industry-specific: either there is insufficient competition or dissatisfied customers cannot be bothered to change because they doubt they will find anything better. But I sense a deeper problem: many companies seem to have forgotten what business is about. 9. They think it is about cutting costs: hence the m