http://blog.beyondthebox.co.uk/2008/02/01/what-customer-service-level-is-acceptable/#comment-12 Simon Wharton Fri, 01 Feb 2008 14:19:18 +0000 http://blog.beyondthebox.co.uk/2008/02/01/what-customer-service-level-is-acceptable/#comment-12 I suppose a lot depends on the value of transaction you have with a shop. for example, I am receiving really poor customer service from Carphone Warehouse right now. But I am only a £50 transaction to them. They figure for that revenue, I am too expensive to service properly. I will of course cost them a lot in legal and administration time as I wont let the point go but you can see their thinking. You see a lot of shoddy service in the ISP sector. Spend a lot of money on advertising so you create the brand illusion but save on customer service as you expect a level of apathy and techno fear when it comes to migrating away to another service provider. I suppose a lot depends on the value of transaction you have with a shop. for example, I am receiving really poor customer service from Carphone Warehouse right now. But I am only a £50 transaction to them. They figure for that revenue, I am too expensive to service properly. I will of course cost them a lot in legal and administration time as I wont let the point go but you can see their thinking. You see a lot of shoddy service in the ISP sector. Spend a lot of money on advertising so you create the brand illusion but save on customer service as you expect a level of apathy and techno fear when it comes to migrating away to another service provider.

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