Too Big to Care?

Can a company get too big to care?
Lately, I've started to get some requests for Customer Service skills training. I take that as a positive sign. After many months of time management and stress management (definitely "signs o' the times," eh?), it's nice to be returning to the thing we ought to be most focused on, that is, The Customer.
In a recent seminar, when I asked the participants to reflect on their own experiences of good and not-so-good service, there were many (too many) stories shared about companies that had gotten too big to care:
- the cable company that kept transferring a customer from point to point without any resolution of the caller's question
- the financial services company that promised to kill a duplicate bill, but continued to send the double bill month after month
- the phone company that promised to stop billing a customer for a service he did not want (and had never asked for in the first place), but the service continued to appear on …
Lately, I've started to get some requests for Customer Service skills training. I take that as a positive sign. After many months of time management and stress management (definitely "signs o' the times," eh?), it's nice to be returning to the thing we ought to be most focused on, that is, The Customer.
In a recent seminar, when I asked the participants to reflect on their own experiences of good and not-so-good service, there were many (too many) stories shared about companies that had gotten too big to care:
- the cable company that kept transferring a customer from point to point without any resolution of the caller's question
- the financial services company that promised to kill a duplicate bill, but continued to send the double bill month after month
- the phone company that promised to stop billing a customer for a service he did not want (and had never asked for in the first place), but the service continued to appear on …