I just think there are attitudinal things in Europe (and the rest of the world) that make customer service a lesser priority than in the US. Being involved in sales for most of my professional career and the retail industry for much of it, my experience is that attitudes are totally different in the US. One example, in Austria (which is actually one of the better countries for customer service purposes) I was at the train station attempting to buy a ticket, and there was one ticket window open, and maybe 10 people in line. It was about 12:55, and when the clock hit 1 PM, the person closed the window, and went to lunch, leaving the people in line pretty much SOL. In the US, they would probably have opened up another window to minimize the wait for the people in line, and leaving your station with customers in line would probably get you fired at a retail store. In the US, the attitude is that "the customer is always right" which creates an annoying sense of entitlement (at least when viewed from the perspective of the retailer) but certainly we emphasize customer service more than other countries in my experience.
post #31 of 51
12/7/04 at 7:41pm