When I refer to customer service, I'm talking about their retail side, not the diver or dive leader services, those seem pretty much the same. It just seems that the people taking the orders have no desire to be doing it. They tend to be very curt, short, if you have an unusual product needed to be ordered that is not on the price list or hard to find on the product list, the operators are generally unwilling to help to find the product. Before Head took over, those my shop ordered through were very friendly, helpful & I also enjoyed the little chit chat that we would have, get help with placing the order, if needed. It is now very cold & impersonal. Kind of along the lines of, "what do you want?", "Can't find the product?, You have to have the number to order it". No offer to help, no pleasant chit chat to make things go better. I have really noticed it has gone from a friendly small business, to large corporate mentality. Does a company have to be friendly, personable, make small conversation? No,.... but having a friendly demeanor can go a long way with customer relations & make a transaction go so much smoother. The best way I can describe the change is: imagine going from ordering from a person to ordering from a phone robot.... Kind of sad to see it go from a pleasant ordering transaction, to cold impersonal ordering.
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