Consulting

I’ve observed that as time goes by, customer service is going from bad to worse. Possible reasons are students who wouldn’t care as passionately, poor wages, lack of training, etc. How can we improve?

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Actual reasons - consultants who advise firms to relentlessly cut customer service to improve operating margin.

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Personally, I’ve gotten more entitled and pissy about service as I’ve gotten older. I always figured this explained the trend in lower service.

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BCG1 - is asking for local information (eg laundry, transit, recommendations) at a front desk too much that they ask you to google instead? Happened several times at different places.

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