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Customer service fail on the phone.
I get this a lot, especially from banks and telcos. Even if you’re living in a barren mountain with a dragon, I suspect you had experienced at least one such customer service fail.
Scenario. Disaster has fallen! Woe! It is catastrophic enough for you to regress to that almost forgotten mode of communication. The phone. Whatever your disaster be, you encounter one, or more, if not all of the following:
- A voice system puts you through a LOTR-ish journey before you get to speak to a human being
- The human being you finally speak to informs you, the actual person in charge is not around
- Somehow the voice system screws up and you end up trapped, TRAPPED, in an infinite loop of repeating instructions
- You reach the end of your telephone journey, and is greeted by a recorded message
- You evade (3) and (4), and wait 30 minutes for someone to pick up the phone
- After surviving (5), you spend another 30 minutes explaining your situation, because the one on the other hand keeps misunderstanding
- After enduring (1) to (6), you are told you would receive a call-back in … … … number of working days
- Nobody calls after … … … number of WEEKS, so you call again. Rinse, repeat (1) to (6), hopefully not (7)
- Finally, finally, you are given a solution. Only to discover, it’s not what you need because ultimately, the person responding to you still misunderstood. Rinse, repeat, all of the above
- You finally receive the help you require. But irreparable damage has been done. When you pursue this, you are told that strangely, no record exists of ALL your call attempts
What confounds me is, why do large organisations like banks and telcos put so little effort in after-sales servicing? Why do they spend millions of dollars on advertisements, but on the other hand are near abysmal in after-sales servicing? Does it not occur to them that when a customer is efficiently attended to in a crisis, a far deeper, far more positive impression is imprinted? And to be fair to the ones answering calls, it is usually obvious that it is not their fault. In many cases, it is clear that the staff were not properly trained or even briefed for their jobs. Just what are the justifications for such important, front-end positions to receive minimal training?
In fact, if you examine the whole situation closer, you might agree with me that on the whole, many such organisations take excruciating efforts to be unreachable. Why do you think there are such complicated voice reply systems? Why do some banks have only that one customer service phone line for tens of thousands of customers? One email only too. A generic one, like, customer_service@so-and-so-and-so. No other channels of communication, although in their marketing attempts, they fully exploit these new conduits. Makes one wonder, does it not? Just what is the concept of a sale or customer service to these folks. Perhaps, just perhaps, they believe so much in their products that they do not see the possibility of dissatisfaction. Unfortunately, that just never happens.