Although the constant rounds of improvement in technology has afforded companies greater opportunities to satisfy customer demands, the quality of customer service seems to be one area that many companies appear to neglect improving.
Sadly, this is evident in most US companies and even in long-established and well-known ones like America Online or AOL. With AOL, many people find their customer service number not worth dialing at all.
The Kind of Customer Service to Expect from AOL In 2005, the company had agreed to pay the state of New York $1.5M and reformat its customer service procedures.
This was largely brought by the numerous complaints received from consumers regarding the quality of customer service provided by AOL and most especially regarding cancellation cases.
According to NY State Attorney General Eliot Spitzer, the customer service representatives of the company were prone to either ignoring requests for service cancellation or acting unreasonably difficult. This peculiar attitude was later on found out to have been caused by the incentive system created by AOL for their customer service department.
Spitzer believed that the...
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