Maybe it's time some companies *stop* focusing on "customer service"

Chick-fil-A's line is "It will be my pleasure to serve you at the window." ack.

While some of it is well intentioned others just seem pointless. Certain fast food restaurants are now asking for your name so they can call it instead of an order number. Unfortunately most people don't really want to get that friendly in a fast food place.

As you mention often the product simply meets your expectation, which isn't a bad thing.

The fact is, crap like that works on most of the population, and frankly, as long as consumers are not willing to pay more for better service, those things are really all hotels and airlines could do.

Lucky-Your post exceeded my wildest expectations!

To their credit, they e-mailed within 12 hours, concerned that I used the "unsatisfied box" (sic).

"It's a GREAT DAY at the Fairfield Inn, how may I help you?"

* Better sound insulation in your walls between rooms
* HSI that is really High
* Elevators that elevate at more than one foot per minute
...

Unfortunately a call center environment has a Quality Assurance department that requires you to say certain things in order to get a perfect quality score. This causes customer service agents to "go by the script" instead of being genuine.

I realised something though. Say what you want about them, US Airways agents have been probably the most genuine phone agents I've spoken with. The majority are of course somewhat incompetent and don't particularly care to be there but the few that I've gotten that have cracked jokes, commented (positively) on my insane routings etc. have made my spending 2 hours on the phone more enjoyable than "how can I provide you with outstanding customer service today?"

I agree there's a lot of window dressing when it comes to "customer service". Just provide good service. Period. I don't care about platitudes and fake-iness. One reason I like waiters in a Paris cafe or brasserie... non nonsense, down to business but generally quick and efficient. I really don't need the "Hi my name is Brandi and I'll be takin' care of ya today - can I start ya off with some appetizers" Just take my order and bring me good food at reasonable prices!

Surprisingly, one of the consistently best call centers is Waste Management (or at least the center than services my area). I call often durng the summer for yard waste pickup and things. Always friendly and professional without sounding scripted; they are efficient and quick; volunteer helpful info when needed - and never experienced any errors.

So if a garbage company can get it right, why not others?

I have to say that customers need to relax with their expectations. "The customer is always right" is a dead wrong saying. Sometimes the customer has high in the sky expectations that are unrealistic. Complaining that a place has no gym when they never advertised having one? Unreasonable. Complaining about the price before you book? Do not book! Give me a break. Maybe customer service would come across as more sincere if hotel workers weren't fatigued by unreasonable complaining guests.