Page 10 - CSA Speaker Bulletin December 2017

Page 10 - CSA Speaker Bulletin December 2017 | CSA Celebrity Speakers

P. 10

HOW DO Do you think the level of customer
YOU ACHIEVE service has changed over the years
and how do you see it changing in
SUPERB
CUSTOMER A:years to come?
Yes, the level of
SERVICE? customer service has
definitely diminished
ANSWERED BY in recent years and
there are a number
CAV. DIEGO MASCIAGA O.M.R.I. of reasons for this;
many people, especially those from younger
MASTER OF CUSTOMER SERVICE generations simply don’t expect it anymore.
There is complacency, suggesting that what
they have never experienced, they don’t
miss. However, older generations, who do
remember good customer service, are likely
to acknowledge its decline over recent years.

Equally, as the pace of life has
become faster, lifestyles have changed and
people’s preoccupation with technology has
prompted the breakdown of communication
skills. People are more willing to complain
about lack of customer service if they have
a medium through which they can remain
anonymous, by writing or a telephone call.
Others may not even have time for that. This
in itself allows standards of customer service
to slip further in to decline.

As the world has become ‘smaller’
and evermore cosmopolitan, etiquette and
customer service in general are lost through
misunderstanding or misinterpreting cultural
differences and language.

However, good customer service will become
increasingly more important as economies
expand and companies compete for business.
Equally, if there is an economic crash,

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