These Days, Consumers May as Well Keep Their Complaint To Themselves: “But wait a minute. Wasn’t it only a few years ago that Americans were seeing in practically every ad, every TV commercial that the customer was number one, that ‘service is our middle name?’ Didn’t Nordstrom, the upscale department store with a mythic service reputation, have every retailer quaking in his Ferragamos?
That was then, and this is now, say those whose job it is to pay attention to the passing parade. Service was a fine buzzword when the economy was soaring; came the downturn and customer service came close to getting squeezed out of the corporate budget. ‘It’s a frustration,’ said customer service consultant Tschohl, ‘because corporate America is not spending any money to train its staff.'” —Washington Post