Monday, October 4, 2010

Where has customer service gone?


One would think in today's economy and as tough as things are the level of customer service would be at an all time high. My personal experience is just the opposite or maybe it is just the people that I have done business with in the recent past.

As a small business owner, I ensure that I do everything that I can to make sure the customer is happy. This in hopes that they come back again or they refer someone else. I go out my way to make everything right if there is a problem.

Maybe it's just me but it doesn't seem this is the norm with companies. Here are a couple examples of situations that I recently encountered.

At&t cellular service: I had two phones with them and had used their service for years. I contact them and let them know I had been offered a specific package deal with Sprint. I told them it was a great offer, but since I had been with them for years I wondered if they would match or make a an offer comparable. "We don't match packages", simple as that. No let's discuss it, here's what we can do. Nothing. Basically tough crap. I told them I would like to stay with them, however I would have no choice to switch because the package that I was being offered better suited my needs. "I guess you better switch then." Are you kidding me? That is the way you do business. I can't believe a supervisor somewhere isn't all over this. End of story, the Sprint service has been great.

Dish Network: Due to squabbles between Fox Network and Dishnet, we recently lost Fox Sports Midwest, FX and National Geographic channel. This may not be a big deal to some. To me it is, no regional sports and no Sons of Anarchy. Back on the phone to customer service. "Yeah they are fighting over money." I understand that. However, as a customer of several years I would like to say the channels lost are a large portion of my viewing time. Also I would like to know if my monthly bill will be adjusted or how soon this could be resolved. "Who knows? and No your bill will not change." Let me get this straight, you are taking channels from me but still charging me the same price and can provide me no information as to what may happen. If this is the case then I am going to begin exploring options in regard to another service provider. I have been a customer for several years, blah blah blah.

All I get in return is, "you signed a contract and there will be a penalty". I fire back yes I did and so did you and you are not honoring your part. The nice Arabic man replies, "We can change our portion at anytime." So end of this story is the Direct TV installer is on my roof as I type.

I don't know if it is because every time you call one of these places you get someone on the other end that English is their 5th language or maybe it is I sound like Charlie Brown's teacher to them, I don't what it is. I do know they couldn't care less about serving the customer.

This may not seem like a big deal, I am talking about cell phones and satellite service. A couple of creature comforts and not necessities. You are right. But, in the big picture of things I think it is a slippery slope that our country has fallen into. First off, we have allowed customer service to fall to this level. The "hell with you" attitude is contagious and can infect several areas of our lives. Second, we have allowed all of these corporations to send the jobs over seas and then allow them to be managed the way they are. This ho-hum attitude will get our ass kicked someday.

I find it extremely difficult to set back and give away a Country and a standard of living that we have fought so hard to have. Think about it the next time you are the customer needing service.

1 comment:

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