Have companies reached a point where limited staff levels equal limited service levels (quality/time)?
I think that some companies definitely have. I grit my teeth every time I have to call my isp because I know that the customer service people will first blame me, then reluctantly agree to send somebody out who will spend 15 minutes at the house without fixing my problem, and that it will probably take several weeks of calls and disruption of my work schedule before I have consistent internet service again. And this will happen 1 or 2 times a year. It seems as if everybody is following a low cost provider strategy. By keeping costs to the bare minimum, they hope to capture the market with low prices. But, in my area, there isn’t much competition so we get the poor service combined with fairly high prices. While consumers are very price conscious, I believe that there is definitely room in the market for companies that charge a little more but provide an excellent level of service.
