I've often complained about customer service. And the reason behind bad customer service is simple: the employee doesn't care. Why? They have no incentive to care (to be friendly, to consider your needs, to respond in a timely fashion. Of course, there are those few people that may not have an incentive, but are simply just nice people.

Incentives are usually monetarily (sp?) based, or it could be the fear of losing your job, respect, etc. Sales positions are often based on volume of sale which can often work. But it's funny how some companies pride themselves on not being commissioned based.

I'm complaining now, from not getting a response from filling out an online form on a companies website. They were supposed to contact me with a price quote. Four days later nothing (I even emailed them, as they said to do if they didn't respond yesterday!!). Are the company supervisors getting these emails too, or just the sales associates? I think we know the answer for this company at least...