Customer Service Woes
Published December 14, 2007
What is it about interacting with customer service that seems to drive us off the edge? Is it the incessant lack of logic and rationality that we have to face? No matter which industry - telecom, credit cards, insurance, you name it - the same problems keep creeping up all the time.
The standard answer of "the system says so, hence, it must be true" must be specifically intended to create the maximum frustration for the customer. I have often been tempted to reply, "You know, I am fairly competent around computers, and I know that the system is only what you put into it. It does not have a life of its own," but held off from doing so, if only to avoid the metaphysical discussion that would inevitably follow about "the system" having a life of its own!
Then it always seems like the first person you speak to about your problem cannot help you, because the rules don't allow them to do anything about your situation. "But for a low fee of $14.95 we can ensure that you do not receive additional penalties"!
Most people will probably hang up, pay the additional fees, seethe about how they got screwed over, and then forget about it — until their next tryst with a customer service rep, when the horror starts all over again. Some resourceful people will actually record their experiences and force the company to pay them back. Interestingly, the companies still do not learn!
I had a recent experience with AT&T customer service. Here's the history:
- I was supposed to get a certain discount, every month, since July of this year.
- As of last month (November) they hadn't credited me with this discount.
- My bill was over $100.
I complained. They said they would look into it, but sounded very skeptical, as if I were lying about it. They called the actual store where I got the plan, and then came back and stated - apologetically - that the credits would be applied and my bill would be reduced to what it should be. I then get a call this month stating that my cell phone service will be disconnected for not paying the $100+ bill. I called them back and asked what about my credits and guess what I hear?
"What credits?"
Imagine that. Long explanations and discussions begin all over again, which include the following statement from their rep:
- Customer Service Woes
- Published: December 14, 2007
- Type: Opinion
- Section: Culture
- Filed Under: Culture: Media, Culture: Society
- Writer: Sibin Mohan
- Sibin Mohan's BC Writer page
- Sibin Mohan's personal site
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Comments on this articleComments
I don't know how many times I've said, "Unless you're an asshole, you don't get good customer service." I actually had someone refuse to give me her name and REFUSE to give me her supervisor's name. Once Better Business Bureau got involved, everyone in customer service was so very pleased to assist me with whatever I might need. It's terrible that just being nice and explaining the problem/miscommunication gets you nothing...you really have to be a bigger jerk (and knowledge of law doesn't hurt) to get true customer service. And the sad part is, I'm incredibly loyal to people/stores that are kind to me or who really try to help. And I write good feedback just as often as I write scathing reviews. Trouble is, the latter happens much more often.
Great article! I imagined hearing one large collective sigh reading this as hundreds of us sympathized in harmony. It's truly abhorrent the "customer" service we receive or don't these days! My latest adventure was with Cox Communications after moving into a new residence and transferring my cable service, it is abruptly stopped (months later and after payments paid promptly), only to learn that the former tenant cancelled my service. Try explaining to customer service that you exist when they say you don't live there.
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Ah Sibin, I feel your pain.