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Column: Younger generations expect less customer service
June 23, 2009
Kansas City Star: "Most teens and college students, I think, have become accustomed to dealing with salesmen whose only job seems to be ringing up your purchase. Then there are the seemingly ongoing unpleasant hassles with cell phone or cable television companies over confusing fees, service contracts and technology breakdowns. And good luck if you have a service problem and need to talk on the phone to a live human being. Set your watch to see what the next hour brings."
Some businesses, including financial service and phone companies, actually encourage customer dissatisfaction through product and pricing strategies designed to be confusing and profitable, researchers with the Harvard Business Review found in a June 2007 report.
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