I came across an online entry titled Another Support Call Nightmare. In this case, the writer is talking about a bad experience he had in trying to talk to customer service people for a particular bank, and how bad he felt it was overall.
What I found most interesting wasn’t the story so much, but the comments to what he wrote. He got a lot of them, but many of them didn’t support him at all. One person even wrote that his expectations of what customer service should be aren’t valid, and that he should lower his expectations of getting help from others.
How did we get to this point where we will accept less than courtesy and accuracy from someone being paid to resolve our issues? Aren’t we worth at least getting true information when we speak to someone online, as opposed to them not only reading a script, but saying something that would be obvious to anyone that it’s untrue?
If you can, read the article and give your thoughts either there or here. There’s a revolution coming, and it wants to be treated with respect.
 Please Subscribe To Feed Here |
August 8th, 2006 at 11:26 am
I think that customer service is something we can’t skimp on, and I’m sure each and every one of us can come up with one similar area that this was handled in.
I agree with some of the comments over there - that’s a ‘techie’ site - but having said as much, he’s also right, the ‘tech’ used to handle most of that is dire.
Customer service should be as personalised as physically possible. You can’t make up for human ingenuity, or the comfort of knowing you’re connected to a person that is actually LISTENING, however boerd they are, when you need them most. I don’t think we should lower our standards - I think tech involvement may need to be scaled back until its a bit more ‘flexible’.
[Reply]