Released: October 12, 2006

Whatever happened to customer service?

Source: By Herb Weisbaum, MSNBC

Last week, ConsumerMan Herb Weisbaum was presented with the National Consumers League's highest honor, the annual Trumpeter award. The NCL awards this honor to people "who have not been afraid to raise their voices in support of social justice, a fairer marketplace and a safer workplace."

This is a tough time to be a consumer. That may sound like a strange thing to say. After all, we live in a consumer-driven economy. The marketplace is overflowing with an ever-expanding assortment of products and services. What could possibly be wrong? Plenty!

I receive a constant stream of complaints from MSNBC readers who are angered by shady business practices, upset by poor service and frustrated that no one seems to be looking out for them.

I sympathize with them. Customer service these days is often abysmal. Misleading advertising and deceptive sales practices are out of control. And the legislative agenda in Congress is set by lobbyists representing corporate America, not consumer groups working for you.

Whatever it takes to make the sale

I understand that the business of business is to make money. But all too often these days, it doesn’t seem to matter how those sales are made, just as long as you ring up more each quarter. Playing by the rules seems so old-fashioned when there are stockholders to please.

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