Is REAL Customer Service Dead?
Sometimes I am absolutely convinced that real customer service is out the window. Gone are the days when you may actually get a smiling face when checking out at a store, or browsing for something you can’t find, or need phone assistance to inquire or dispute a charge.
The last scenario was me a few days ago when I realized that I had been erroneously charged twice for the service I only wanted once. And here I am seven days, three emails, two online chats, and at least nine calls later with no resolution. I couldn’t call the online company from which I purchased because, guess what, they don’t have a customer service phone line!
They used to, because years ago when I purchased a product and had a question—I could call. Now I can’t because they did away with that service, it’s only live chat and email inquiries. Needless to say I won’t be using them for anything again.
And it wasn’t all on the vendor either, the financial institution didn’t make it any easier. It wasn’t a local institution and let me tell you it has made me very appreciative of my small town service.
Anyway, finding the proper number to even file a dispute was harrowing. Two representatives and four numbers later, I finally got to the right department. But then we got disconnected after a 10 minute wait while trying to be connected to another department. Yep, it was a headache, still is!
Now if it had been a smaller amount or a service I really, really liked or could use multiple times I would have taken the credit the company was offering. But that was not the case, I wanted a full refund and plan to fight on to the end. Most of the reps when I got them on the phone were customer friendly but not really helpful until I got to the right department.
It’s not just the current situation with me that irks me, and I’m sure many of you too.
Shopping in person seems to have gotten a whole lot chillier. I don’t expect full on conversations but if I inquire about something a response with a smile or even a smirk would be nice. It’s gotten to a point that I now patronize places with consistent good service more often, even if the prices are higher, because good customer service is priceless.
Robyn recently got offered a part-time job with a company known for its customer service and politeness. When she was nervous about the interview, I told her just to be her usual self and her natural friendly quality would shine through.
I was right, as mothers often are. She was offered the gig and will join the working world next week.
It’s bittersweet for me, my little girl is growing up. She’s excited, her dad is against, and I’m somewhere in the middle. She’ll be fine though, her work ethic and commitment to a project is through the roof.
And her customer service skills are always on point, even when she’s distracted. I hope she never losses that ability, now if only we could get the rest of the planet to that point.