“Customer Service”, there’s a term that’s lost its meaning over the years. I’ve been in discussions with “customer service” reps where I’ve actually had to stop and ask, “Excuse me, what is your title?” “I’m a customer service representative.” is the usual answer.
“Really”, I’ll reply, “Have you ever considered the meaning of that phrase and of each word individually? You see, I’m not feeling like you’re treating me the way a customer should be treated and I’m surely not getting any service.”
I’m guessing you’ve all been there, and some of them are so…… Anyway, here are some examples, in chronological order, of some experiences I’ve had recently.
We purchased a new refrigerator, American made from a major appliance manufacturer. Not too many months later we began having trouble with one of the doors. Still under warranty, we called the manufacturer for service. First of all, and I’ve no ideas why, she (the rep.) had all sorts of trouble understanding and spelling my address, which is simply (something like) North Side Drive. So, having passed that hurdle, I offered my explanation of the problem.
First I told her the make, model number and serial number of the refrigerator and then explained, “The door handle keeps coming off.”
“I see, will you hold a moment, please?” (Wait, wait, and wait some more) “Sir, is that the front door or the back door of your refrigerator?”
WHAT?
Next case…
We had been having no end of troubles with our telecommunications service (TV, phone, internet) company. Their customer service people are inattentive, have a bad attitude and are inept. After way too much of this, I wrote a letter to the CEO of the company to enlist his help. About a week later I received a phone call from a “President’s Office Customer Liaison”. I told her what I had experienced and asked her why I shouldn’t cancel my service with them and move on to a competitor.
She proceeded with all of the virtues of their company and assured me, that I could call her directly in the future if I ever had another problem and she, personally, would make sure the issue was resolved at once.
I had three occasions to call her. Each time I did, I got her voice mail and she never returned my calls. I cancelled the service and have never received a follow-up call.
Here’s one more for you…
The lease on my car was coming to an end. I was asked to call to arrange for an inspector to come to my home to examine the vehicle. I called and scheduled the appointment for the following Monday, between 8AM and Noon.
“Four hours is kind of a big window of time,” I said. “Is it possible to narrow that down a bit, or perhaps the examiner could call me as his day progresses on Monday to give me a better idea of when to expect him?”
“Oh,” she said, he’ll call you when he’s in your driveway.”
“Why would he call me when he’s in my driveway? Why doesn’t he just knock on my door? You see, I want a little heads-up as to when I might expect him”
“I don’t know sir…that’s just what they do. They call you when they are in your driveway”
WOW! To me this is all scarier than all of the ghosts and goblins of Halloween.
Got any stories of your own? You can email them to me at info@BarryRoberts.com
{ 0 comments }
