What happened to “The customer is always right?”
Posted by james | Filed under Uncategorized
One thing that’s been bothering me a lot lately when I’ve had to make payments for bills–more recently try to get information for t.v. service–over the phone or in person because the website for that bill doesn’t support what I specifically need, the person taking the call tells me that I could have just done what I’m calling for via their website. They usual answer with, “Hello, my name is so and so, how can I help you today?” I tell them my dilemma, and most of the time they help me accomplish my task without question, then you get that one or two reps. that question your situation, and tell you could have done it “easily” via their site. They say it in a way that’s demeaning and not like, “Did you know you can do that on our website?” It’s always, “Well, you could have just done that on the website.”
Why not just assist me in my goal. Why must they question my intelligence in the matter. If I’m calling you, telling you that I tried doing on the website and it wasn’t working, why… Why are you, essentially, going to tell me I’m stupid for calling?!
I’ve noticed this is occurring more frequently these days. Is it a lack of education? Upbringing? Drugs? Well, whatever it is, this is just the tip of the iceberg when it comes to customer service.
Coming from the theme park industry I’d like to think I know what good and bad customer service is. I like to think I know when to draw the line between what the customer wants and what I feel like doing, and how I should react.
If you work in a customer service position, you need to understand that you’re in a position in which you are there specifically to cater to whoever it is that’s coming to you with an issue or request in an appropriate and constructive manner.
I would like to hear your thoughts on this topic, whether is be to continue my rant or to tell me I’m an idiot and I don’t know what I’m talking about. Please leave a comment and pass this post along.
James Pero is a 29y/o web designer and independent film maker living in Orlando, FL with 16 years of professional design experience.
November 18, 2009 at 5:19 pm
james! i’m glad we connected today—see what happens? we check up on how we’re each doing and lo and behold, i check out your space, read your blog and leave you a comment: ain’t twitter grand?
with regard to your thoughts on customer service, i completely sympathize with where you’re coming from and the recent frustrations you may have experienced with a service provider.
it’s not uncommon that occasionally (or maybe more often than the odd occasion?) you’d end up talking to rep who’s not helpful AND equally rude. it happens. and it’s likely going to happen more often now than before.
why? well i hate to point the finger at the economy again as if it’s a predictable scapegoat, but i do feel that overall, everyone’s morale is at an all-time low: unemployment on the rise, unpredictability in the market, and those who actually *have* jobs (likec customer service reps) are taking more work than they can humanly handle. so no surprise that *occasionally* they don’t come off as the happiest of campers.
but you do also raise a good point about manners. i mean come on: CUSTOMER SERVICE. yes. you signed up for it, so suck it up: now that’s a tad oversimplified but at the end of the day IT IS thier job to provide service to the customer—no matter what.
my question is whether or not these folks are actually getting (a) the proper training to deal with customers and (b) they are getting the right amount of positive reinforcement from their team/manager. it makes a world of difference when you’re part of a supportive team. you know that. i know that..but do these people even get the benefit? i wonder..
yes, the customer is always right about one thing: expecting to get good service. are they always right about WHY reps fail to deliver? maybe. the answer may not be as simple.
so there, my 2 cents..a bit lengthy for 2 cents worth, but hey, you’re a valued member of my twitter tribe. now THAT’s good client relations
autom
November 19, 2009 at 11:43 am
I hate the perception that customer service has just become an inconvenient way to make $8/ hr. The horrible customer service reps are also the ones that typically cause the most trouble when they themselves are the customers!
Also, hate to tell you this but gray text on black background? It’s very hard to read for my horrible eyes!