There are myriad studies showing the importance of customer service. Companies have invested thousands of dollars to ensure their clients receive quality customer service. Reps are trained—throughout their careers—on how to deal with clients. The mantra “The Customer is Always Right” is known, even by our kids. So why is Google’s approach to customer service different?

If you have ever had the misfortune of “contacting” Google’s customer service department, you have my sympathy. The horror stories abound on Google’s lack of customer service and their draconian approach to clients. It is my view that they have ruled the market for so long and we, as their clients, can either work within the parameters they have established or go elsewhere. Their myopic approach is going to hurt them once they have a viable competitor and numerous clients defect.

Recently, I had an issue with an AdWords account and needed to contact Google’s customer service. After research turned up a phone number, not found on the Google support site, I called and was connected to their voice system, prompted to hit “2” for customer service; upon which, I was told it was incorrect entry and disconnected. That led me to chat. The chat function in AdWords support is hidden – at least during my searches. But if you persevere, you can find it. Chatting with Google is somewhat surreal. My question was routinely answered by a FAQ response and links to articles found in their customer support website. The problem? Well, the FAQ response and links had nothing to do with my question. After several tries and requests for bi-directional communication by phone, instead of email or chat, I was told that although I requested a call by a senior member; it could not be guaranteed. As the senior member’s schedule could only allow him/her to use email. And it might take 48 hours until I am contacted.

So this got me thinking….. Am I the only one who has experienced horrible customer service by Google? A quick search, courtesy of no other than Google, brought up hundreds of links. As misery loves company, I thought I would share a random sampling of other Google clients and their opinions on the service received—so in their own words:

· So Google provides no support whatsoever for their product, which doesn’t work.  Nice.  I thought Microsoft was bad, but this is the worst customer support…ever.

· And worse, there is no, “Does this answer your question?” Hell – GoDaddy.com is atrocious but their customer support is miles above Google’s

· Google is simply one of the greatest technology companies around, I don’t think anyone would disagree. HOWEVER, in my opinion they have a LOT to learn when it comes to service and customer relationships.

· Google has become so powerful that in literally every aspect of their business it is 100% their way or the highway. I know a lot of people that are choosing the highway.

· Customer service and Google currently don’t go hand in hand.

· Google’s approach to customer service is disgraceful.

· The short answer is there is no such thing as customer service at Google. I believe you get more customer service at the dice tables at any casino in Los Vegas.

· Anyway, I would like the number to call Google, which seems to be impossible to find anywhere… I don’t understand why one of the world’s biggest companies makes it so difficult for its clients…

· This is really screwed up. Google really don’t care about the little guy at all.

· I agree Google’s support is horrible.

· If you plan anything important with Google, don’t because you won’t get any help.

Will Google change its approach? Unfortunately, it doesn’t seem likely. At least, not until it impacts their bottom line. I am hoping that someone in charge will wake up and start to look closely at customer service. And then make the necessary improvements. Because there is only so much bad service a client will take. When will it be enough that you walk away?

Posted: Wednesday, February 24th, 2010 | Customer retention
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