Customer service in the past was generally rated good if you were greeted face to face with a smile and a handshake . Eye to eye contact and an honest discussion of the task or situation at that moment . Fast forward to the last 10 - 15 years or so and EVERYONE wants/expects INSTANT gratification to whatever their situation or problem is . Not very easy to do on a regular basis for a small business owner . I think peoples expectations of it's all about me me me are unrealistic .
Having said that being ignored for a period of time ( 24 hrs ? or 48 hrs ? ) is not acceptable either mainly because there are so many options available to the consumer at their finger tips . So it's a balance between current workload , planned or expected growth vs. time spent on the phone or answering texts/emails .
Large corporations have a different issue ( too big to care ) or worse when you talk to a human they are halfway around the globe and named Bob
As a US citizen/consumer I like to talk with someone that has command of our language , I get peeved when that is not the case and I feel like their " customer service " is lacking .
Lastly hiring someone that is competent and gives a crap to answer phone calls or emails/texts for many is in the too hard pile . Just having a pulse or fogging a mirror isn't enough
the person needs to care and be part of the solution to help make the business thrive . Not an easy task .