Customer Service . . the Myth

Unfortunately, most large corporations have either never heard the aforementioned quote and / or choose to ignore it. I think growing "too big" to care is the major reason for sloppy customer support .. that is until now.

Recently, several large companies have come under fire, by consumers, regarding the institution of frivolous fees during this horrific economic downturn. Bank of America's $5.00 debit card fees, and Verizon's $2.00 fee for over the phone or internet payments of your bill.

Now correct me if I'm wrong over the phone and internet payment methods were instituted to cut the cost of mailing your payments. So now in the wake of proposed closings of some post offices around the country, I guess Verizon decided to become the new jackals feeding off the rotting corpse of the consumer.

What's really mind blowing is that more than one person in these corporations had to sign off on these increases as a good idea. If their executive personnel are that out of touch I think it's time for restructuring.

The list goes on pizza companies now want your input about food quality, cable companies offering a two hour window and a promise to be on time. Giving you a credit if they're late for your schedule appointment . . . because your time is important. And a year ago it wasn't?

Bank of America and Wells Fargo Banks had become the leading forerunners besting in personal non-communication with their customers. If you ever reached a live person you’re one of the lucky ones, or maybe not. In most cases the party you talked to had no idea what they were talking about, and good luck getting in touch with the party again if you still had an issue.

I was on the business end of one of Wells Fargo's “live” customer service nightmares. My checking account was compromised on the day I was to sign loan papers for my newly built home in 2004. Once I survived the maze of automated speak, and finally connected to a live person no one had a valid explanation as to how and why my funds went missing. One representative told me that it look like some interdepartmental withdrawal . . . my question; who gave the authorization to withdraw from my account? Never got an answer, I was promised that the monies would be returned, but it might take five to ten business days. I exploded, in tears, destination complete meltdown. I explained to them that I was to close on my home that very afternoon, and needed a cashiers check for the escrow. I must give credit the money was replaced that day, but before ringing off I was approached by the same account representative who tried to sell me a mortgage loan with Wells Fargo! In shock I said . . “you’re kidding right?” Then retorted . . “you can’t even hold on to my money in a lousy checking account why would I want to put a mortgage in your hands?” The reps response “I’m sorry that you feel that way”. What are you brain dead? Did you not just go through a harrowing weepy phone call with a deranged woman, and now you try to sell me a mortgage?

The insult . . big organizations, who already have a history of horrid customer support, now tout, via television commercials, that they appreciate their customers, and are really working hard to provide wonderful customer support. What a load! This type of advertisement is so bogus and lame. Where were your thoughts for your consumers when you were riding the high financial wave, and treating with contempt the very people that keep you in business? Customer service to paying consumers should be a given not an after thought when your butts are on fire.

Bottom line you'd have to be blind not to see when a business entity does not really care about your business. There should be no caste system as to the type of customer service one should receive. When a company reverts to an automated system or outsources customer service this short changes the consumer.

Have you ever spent your valuable time punching numbers on a dial pad in response to an automated voice only to sit on hold for five minutes, and then get disconnected? My biggest beef about outsourcing is not only the American displacement of jobs, but I don't remember authorizing my personal information to be sent overseas. I do not appreciate someone, whose accent I can barely understand, requesting I give them my personal data over the phone.

I now work in the customer support arena and the corporation I work for has taught its employees the correct way to interact with our customer on the telephone. Consumer satisfaction is our number one priority. Always respectful, polite and professional. We as consumers need some tips on business call etiquette to ensure a more agreeable and resolute experience.

• Do not call angry, and if you do remember the party on the other end of the line is only an employee, and not personally responsible for whatever issue you may be suffering. Resist accusatory phrasing and tones; you took money out of my account, or you disconnected my service.
• Do have pad and pen at the ready to take notes and information.
• Do have all pertinent data at hand. What escalates many calls is when the caller is asked unexpectedly for information they should have had at the ready. This would include your address (yes an envelope with your home address can cure sudden brain freeze), any account numbers and account access data such as pin numbers or security questions.
• Before you go into any details make sure you have the right department. Briefly describe your issue, to ensure your speaking to the right person. Even if you're transferred, a wrong department may have erroneously gotten the call.
• Do not over talk the representative. Be courteous no matter how hot your blood is boiling. Both should take turns speaking in an effort to resolve your issue as quickly and effortlessly as possible.
• If the agent responds with "I don't know" or "that's just something we do or charge" do immediately ask for a supervisor going no further with a person that is too brain dead to have a job.
• Don't be afraid to let the agent know if you've called more than once regarding the same issue, and still no resolutions or information promised was received. Also if data given in prior calls has not been updated do not hesitate to give the data again, but let the agent know that it's poor customer service and should have been revised during past communications, (these conversations are recorded) politely of course.
• Do record all names of all persons you spoke with, the date and time. What conclusions were reached during call, and finally if issue was resolved to your satisfaction. You may need this data when calling again or in placing a complaint with pertinent agencies who govern over specific entities.
• Do not lose it, should your service be less than stellar, do not threaten the party over the phone or their mothers. We now have terrorism laws in place and many corporations are not afraid to use them. Don't forget the company has all your personal data . . . like your address. If you wish to report an agent's behavior simply and calmly ask for a supervisor asking him / her for contact information for the head office. This should get his / her attention, and believe me they'll make every effort to resolve your issue.
• Do pull your business if you are treated badly, unfairly or given the run around. Consumers receive bad service because we allow the entity to treat us poorly. If it is economically feasible by all means close your account and seek service elsewhere. If not economically feasible then report the company to the agencies that govern their behavior.
• Do take the offered surveys, if time allows. This information is used to improve customer service. Give truthful honest answers do not use the opportunity to be mean and vindictive. A company can't improve its customer service if they don't know what's wrong with it.
• Do read the fine print in the terms and conditions when offered. This could lead to less heart break and high blood pressure later. A lot is hidden in that small print, much on purpose!

Treat your customer how you would like to be treated yourself.

The crux of the problems lies with big corporations and lack of training. Many don't bother to train in using common sense. Too many are in such a hurry to make quotas that they forgo consumer satisfaction for selling product at any cost. Too many supervisors, managers, team leaders have horrid people skills and lack common sense. Back in the day training was mandatory for department heads and the like which is sorely lacking today. This much you can tell from the vast number of social sites dedicated to consumer complaints.

”Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
- Donald Porter V.P., British Airways

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