The Kansas City Star reports today that Medicaid budget cuts in Kansas have forced the state to axe its customer service line. Starting in February, a help line for doctors and pharmacists who provide Medicaid care in Kansas will close. Hours for a customer service line for Medicaid recipients will be ‘sharply’ reduced.
The delays in confirming eligibility for new Medicaid applicants will grow. The state will cut $200,000 in funding earmarked for overtime and extra help to reduce the backlog.
Are there any other means of customer service that the state can introduce?
Recently at the Kansas City Star, Steve Rosen recently wrote about the expectations that different generations have when it comes to customer service. His generation is used to kind customer service where employees are ready to help upon entrance to a store. But today’s youth looks to sales team as people who are there to check them out. He pointed to a survey done in 2007 that found that some companies actually discourage customer service due to the fact that customers will spend more with their company if they aren’t available through medians such as telephones.
What do you think companies can do today to change the attitude of the younger generation’s view of customer service? Will this generation be able to change their views of customer service as a hassle in the future?
KansasCity.com reports that Sprint CSO Bob Johnson could be planning to close as many as 20 call centers in 2009. They are expecting a 20% drop in calls about billing and handsets due to improvement in Sprint service. Johnson also cites that customers call Sprint at a very high rate, more than any of their competitors.
What do you think about moves like this? Although Sprint has improved their service, do you think taking away their customer care continue to affect the reality of the situation in a positive light?