Graphic Products' News

This blog features the latest news and information from Graphic Products related to printers, equipment, supplies and services for labeling, sign making and safety related applications.

Wednesday, March 19, 2008

The End Of Customer Service

This week's edition of Time Magazine has an article called "10 Ideas That Are Changing The World". #2 on that list is The End Of Customer Service.

What's that??? The end of customer service?

Let me be clear that this IS NOT a trend that is coming to Graphic Products.

Customer service has become so poor in many areas that customers just give up on getting any customer service at all. The only other option is to wait on hold for 30 minutes, only be told you need to talk to a different customer service rep... so you end up waiting on hold again.

Organizations that have little or no competition, such as government services, cable and phone companies, are getting the lowest ratings for customer service. But even those who sell products in highly competitive markets seem to have just about eliminated customer service. When I buy something that I can't get to work as advertised, I tend to immediately return it to the store instead of dealing with the customer service ordeal.

That's not the way it is when you buy from Graphic Products.

Based on the Time article it looks like customer service is a "cost" that is going to be eliminated. You'll have to fend for yourself, taking care of any problems you encounter along the way.

That's not the way we do business at Graphic Products. Our success is based on helping you be successful. We answer our phones and don't leave you hanging on hold for 10 or 20 minutes. We spend huge amounts of time training our staff so they will be able to answer your questions, should you run into a problem. We don't farm out our support to a phone bank in India, you'll always be talking to a friendly expert located in Oregon. And even though we are located on the west coast, we get up early so we can start answering our phones at 9:00 AM Eastern time (that's 6:00 AM in Oregon). We put you first because you truly are the #1 reason for our success.

Thank you!!! We truly do appreciate your business!

Labels: Customer Service