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Tuesday, April 11, 2017

Customer Service Hall of Shame

It's called the Customer Service Hall of Shame, and Comcast takes the number one spot on this notorious list -- for the third year in a row. And when it comes to excellent customer service, Amazon leads the list on the Customer Service Hall of Fame. That's the word from 24/7 Wall St., which collaborated with the research survey group Zogby Analytics, to find out the best and worst in customer service among U.S. companies. More than 1,500 adults were surveyed about the quality of customer service at 151 of America's best-known companies in 17 industries. Each respondent rated each company's customer service as excellent, good, fair or poor.

The Customer Service Hall of Shame: 

  1. Comcast 
  2. Sprint Nextel 
  3. Charter Communications 
  4. Spirit 
  5. Time Warner Cable 
  6. Bank of America (bank) 
  7. Dish Network 
  8. Bank of America (credit card) 
  9. DirectTV 
  10. AT&T U-verse 

The Customer Service Hall of Fame: 

  1. Amazon 
  2. Chic-fil-A 
  3. Apple 
  4. Marriott 
  5. Samsung Electronics 
  6. Sony 
  7. Google 
  8. Netflix 
  9. FedEx 
  10. UPS 

What is good customer service? Customer service means "getting things done in an accurate manner on a timely basis and at a reasonable price," Tim Calkins, clinical professor of marketing at Northwestern University's Kellogg School of Management, explained to 24/7 Wall St. It's all driven by our expectations. That is, when we receive excellent customer service by Amazon or Chic-fil-A, we come to expect that as the norm. So when Comcast or Bank of America offers something far less than that, it can seem even worse than it actually is. Sometimes, the comparison isn't really fair. After all, it's far easier for Chic-fil-A to replace a sandwich we don't like than it is for Comcast to quickly fix interrupted cable service.

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