Theo Priestley asked a very interesting question in a recent blog called The true cost of customer service? : Does paying more for customer service actually guarantee the quality of the service?
According to a recent Oracle report 61% said they would pay more if it guaranteed better customer service. What also came out of the survey was that consumers will eventually turn away from brands who just don’t service them the way they’re expected to. For those of you who follow my regular column “Mr Angy on Customer Service” on the Process Excellence website will realise that most companies fall woefully short of the basic minimim, for customer service; banks, telco; courier companies to name a few.
I am currently in the Four Seasons Hotel in the Maldives. I can tell you that paying (vastly) more does get you exemplary customer service. But what I have observed is that money does not buy class. The well-healed young Russians, Japanese and Americans here are rude bordering on obnoxious and treat all the staff like dirt. The staff all smile sweetly, but privately I hope they piss in their coffee.
So money does buy you customer service. But having money does not make you a good customer.