I've been dealing with a lot of bad customer service this week. Not just a little bad, but really bad, the kind of customer service that makes you want to bang your head against the wall until you black out just so you won't have to deal with these people any more. It's been extremely maddening and frustrating.

My question is this: how important is good customer service?

I'm asking this because we place a high premium on customer service at the companies for which I work. Customer service falls under my direction, and I have made sure that there are mutliple ways in which we can be contacted. We always answer inquiries promptly and politely and follow a customer through the process, making sure they get the information they need. We have good order and return policies, which are clearly stated, and our parent company is acknowledged as the best in customer service in our industry.

Now I'm starting to wonder if all the attention to customer service is worth it. Is it really true that all people are looking for now is low price? Will they put up with bad or indifferent customer service just to save a few bucks? I also have to wonder how much it damages a company image to say in your hold messages and company information how much value you place on good customer service and then not provide it. I know for me personally bad customer service causes me to think the whole company is bad, but that's just me.

I'd love to hear everyone elses's thoughts on this issue. How important is the quality of customer service that a company provides?

With the "success" of the Wal-Mart business model, it might seem that no one cares about CS any more. I don't believe this to be true. You may serve a smaller market, but at least you are serving. Those customers want better service, and they want quality. It would be a shame if everyone gave up and took on the WM mentality.

Besides, the masses have been wrong before. There are some interesting parallels between ancient Rome before it fell and the society we live in now. Apathy is very dangerous.

I hear the frustration. While some people will probably buy on price alone, most people buy based on value, or more specifically perceived value. Customer service is definitlely something that adds value to a product or service.

Is it necessary? That might depend on the product or service in question, but I do think it's important. Part of the reason Dell became the computer manufacturer was because they provided better customer service. Certainly not the only reason though. Over the last year or so the perception of quality of that service has gone done and I believe they've lost some market share.

I think customer service is something that can help separate a business from the competition. It's kind of expected now that all companies have customer service, but those that provide quality service can usually create more customer loyalty.

A loyal customer will also recommend you to people they know. It's important to keep your customers happy, especially given how fast information can spread. You're customer service can keep your customers happy and keep them loyal and have them doing much of your advertising through word of mouth.

Some people may go for the lowest price, but they may also later get fed up with the lack of service and switch to a company that does provide it.

I think you've hit the nail on the head. Customer service is a perceived value and not everyone gives it the same weight.

I agree with you that good customer service can create loyal customers, I've seen that happen, and that's why I place such emphasis on it. I guess what I struggle with is how companies that are so terribly bad at customer service keep surviving and even thriving.

Getting customers to recognize the value of good customer service is the key. I think most people take it for granted. It is only when they have a really bad experience that they wake up and realize the value that good service has.

Excerpt from a recent Enrepreneur Magazine article:

"I remember seeing a sign a printing company had on the wall that said":

1. PRICE
2. SERVICE
3. QUALITY
(PLEASE PICK TWO)

It's interesting that companies desperate to stay in business often offer the best customer service. I think they know it's important, but it's hard, so they avoid it as long as they can abuse their customers and stay in business.

Whether it's important for your company will depend on what your customers value most (price, or service) and what makes you different from your competitors.

We have used Sales Force and Sugar CRM. They seem fairly similar. We are using Sugar On Demand, which is hosted on their servers. It is a webpage interface, and fairly easy to use. Again, similar to Sales Force.

We keep track of leads, the status of the lead, etc.

Amen I say. I cant believe what a lost art customer service is. From the deli down the street to the "upscale" restauraunt in the city ... it feels like no one cares anymore.

That being said, I think customer service is one of the easiest ways to stand out in this world.

I've worked for and with big and small agencies and I can tell you that great customer service can be a great point of differentiation. (It can also act as a "mulligan" when you need more time or a do-over!)

The program we're using is TMS. We started reselling them as well, so take that with a grain of salt, however we used them before starting to resell them. The product is great and has capabilities built in that make telesales easier for those people who manage either call centers or telemarketing companies. I'm not sure that the price point would be right for your needs as it is a higher cost license than some of the others (such as Sugar), but its capabilities tend to be more far reaching as well.

The key is to pick one and be the best with it. Customer Service for most companies should be the choice to make them the most profit. Yes, many companies talk a good game about customer service, but reality is far different. You can really build a bunch of loyal customers who will spread by word of mouth, if your customer service makes them say WOW.