It really begs the question: Who are they serving? Is it the company they are working for or is it us the true customers?
I really think its the company they work for!
So, you see, our phone has been partially out of working order since Monday. I can place calls out, but no one can call in. (Actually, its been kind of nice.) However, what if...
On Wednesday, I place the dreaded call to Customer Service. At first, I was happily surprised; I didn't have to go through the
myriad of
if you want this, then press 1; if you want this, then press 2. I actually reached a person after only pressing 1 once.
Yah, that's where any happiness ended. All the person could tell me was that the problem would be fixed within 72 hours.
Umm...sorry to tell you, it's already been going on for 72 hours. I know, it was the pat answer they give everyone. And, when I asked her what if it wasn't fixed within 72 hours, then what? Like a rot machine all she could say was:
it will be fixed within 72 hours. At this point, and maybe from the beginning, all I wanted her to say was:
I am sorry that your phone isn't working. Let's see what is going on. That wasn't going to happen. I know it's not her fault, but she does work for the company that provides my phone service. Or, at least she did.
So, this morning, Saturday, I call again because our phone was still only partially working. This time the guy tells me that they can't guarantee a resolution time. But, hey, they are offering a temporary number. So, I asked the guy: Are you going to, out of your good
conscious, give me a credit on my bill? Or do I need to call? No, I needed to contact billing for that. Um...yah...wouldn't want customer service to actually do anything for the customer. Oh ya, and no empathy from him either. I tell you, it really goes a long way. After his lack of empathy, I couldn't handle it anymore. I asked him to cancel our service. He said I needed to email billing for that. I insisted he get me his manager. He insisted he couldn't. I did the unmentionable, and I swore at him. Right before I hung up.
So, it was great glee, when a few moments later, I heard Steve say: No wonder my wife got frustrated with you. Satisfaction. So that guy and girl, now work for the company that used to give us our phone service. Satisfaction.
So, it begs the question: Who does customer service really work for?