Whatever happened to customer service?
Good Customer Services = Satisfaction
Whatever happened to customer service? It seems just about every company from your cable company to the power company are cutting corners with computers handling your service calls or outsourcing to countries which have no idea even what you are referring to when you call in with a problem.
Has every company cut to the bottom line and forgot what good customer service is? I don’t feel very satified when I spend my entire day off on the phone with support calls. I am sure many others feel the same.
Calling any company anymore gets first a dozen options you have to go through (which they say is for better customer service). Then you get another dozen options. When you finally get the selection you want they give you an automated computer asking you questions which is suppose to be able to help resolve your problem.
If you are like me and happen to have a cell phone and the automated system for some reason doesn’t recognize your answers, it can be frustrating. I have resorted to screaming “YES!” into the phone at it to get a response back ” I am sorry, I did not understand your answer” with a repeat of the question.
You finally get angry trying to answer the question for the 100th time and hit “0″ which is suppose to take you to a live operator but of course it takes you to another automated response which then tells you that you have a 20 minute waiting time for the next available tech. Ugh! And what is with the horrid elevator music or commercials for their product for 20 minutes. Some companies are now giving the option to listen to music or wait with no music. Thank you!
You finally get a tech and you think great now the issue will be resolved. Wrong! You are then interrogated with 101 questions before you ever get to tell them what the issue is.
Recently I got a tech in India. I realize I was not in a good mood waking up at 5 am to find my internet service was not working due to a storm the night before, but she is asking my account number, address, social security, and I finally ask if she would like my underwear size too.
I laughed and then apologized for my bad joke, but it was after all 5 am and I had not had my coffee yet. She didn’t respond, so I ask if she had a sense of humor and she curtly replied that she did not. Oooops my mistake, shouldn’t one have some kind of sense of humor to even do tech support?
So you finally get to the issue only to be told after an hour of them trying to resolve it over the phone that they can’t handle the problem from their office and they will have to send a technician out. Why not save the aggravations and just send someone out in the first place. Or worst yet don’t you love when they blame you for the issue and you know darn well the issue is from their end?
I don’t call this customer service. I call this customer shuffle. Get to them in 5 minutes or less if you can’t resolve the problem refer them to someone else. Whatever happened to dealing with a problem till the issue was resolved to keep your loyal customers?
Reading online I came across something that shocked me. Sprint was terminating customers. They sent out 1000 letters notifying customers that their service would be terminated. “The reason Sprint cited: too many calls to customer service about their bills, service plans and often unrelated matters.”
Oh My God! Now a company is terminating service for customers due to massive complaints? Would it not be easier to figure out why they had so many complaints?
It is not just large companies dealing with customer service in the manner they do. Online sending an inquiry to a company can be like jumping through hoops. Sites which you have to join their forum to post a question, sending in support tickets.
Heck I don’t want to send in a support ticket I am not even a member of your site nor do I want to post my personal questions on your forum. Get real folks you are running a business stop sending us in circles to get simple support or questions answered. I don’t want to feel like a dog chasing its tail to get a response to something. I don’t want to talk to a computer when I am aggravated about something. I want a human response and a polite one.
I will continue with online support issues in another article, but it annoys me to no end that customer service has been lost somewhere with the bottom line.
Let’s go back to what customer service use to be. Good Customer Services = Satisfaction.
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