Customer service is getting worse and so are customers

Customer service is getting worse and so are customers

Many businesses have shifted towards automated systems, chatbots, and self-service options, reducing human interaction and leaving customers feeling frustrated and unheard. Additionally, the outsourcing of customer service operations to low-cost countries has resulted in language barriers and cultural differences that further hinder effective communication and resolution.

However, it is important to note that customers themselves have also contributed to the decline in customer service. The advent of social media and online review platforms has given customers a powerful voice to publicly air their grievances and criticism. While this has led to increased accountability for businesses, it has also fueled a culture of entitlement and impatience among customers, who often resort to public shaming and unrealistic demands.

https://www.economist.com/business/2023/09/28/customer-service-is-getting-worse-and-so-are-customers

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