Comments on: Customer service sucks – is it the holidays? http://customersrock.net/2006/12/11/customer-service-sucks-it-it-the-holidays/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Fri, 30 Jul 2010 13:43:57 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Brandon http://customersrock.net/2006/12/11/customer-service-sucks-it-it-the-holidays/comment-page-1/#comment-997 Brandon Thu, 15 Nov 2007 04:52:44 +0000 http://customersrock.wordpress.com/2006/12/11/customer-service-sucks-it-it-the-holidays/#comment-997 Ahhh...not quite Thanksgiving and we are already experiencing this same issue with the Christams ramp-up. Now that store are competing earlier and earlier for our Holiday dollars (it seems that Labor Day launches the season now!), I have seen extra staff on hand on many Big Box and other stores as each tries to capture some of the $924 Americans are expected to spend per person this year on gifts. One would think with all that potential revenue / sales and the extra staff that have been hired and (possibly) trained, that customer service would soar into dizzying heights during the holidays. Not so, my friends, not so. Based on experiences so far, there is too much Generation Slack and too little good service. One exception is online shopping. All articles have pointed to the fact that big retailers are offering major incentives to get us to go online - free shipping, discounts and promotions, you name it to woo our (almost) thousand dollars. Sounds good to me, I'll let you know how it goes in the next few weeks. Ahhh…not quite Thanksgiving and we are already experiencing this same issue with the Christams ramp-up. Now that store are competing earlier and earlier for our Holiday dollars (it seems that Labor Day launches the season now!), I have seen extra staff on hand on many Big Box and other stores as each tries to capture some of the $924 Americans are expected to spend per person this year on gifts.

One would think with all that potential revenue / sales and the extra staff that have been hired and (possibly) trained, that customer service would soar into dizzying heights during the holidays.

Not so, my friends, not so. Based on experiences so far, there is too much Generation Slack and too little good service.

One exception is online shopping. All articles have pointed to the fact that big retailers are offering major incentives to get us to go online – free shipping, discounts and promotions, you name it to woo our (almost) thousand dollars.

Sounds good to me, I’ll let you know how it goes in the next few weeks.

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