Comments on: Customer "Service" http://www.thoughtbubbles.org/life/poor_customer_service/ A grad student blog Thu, 04 Dec 2008 05:12:55 +0000 http://wordpress.org/?v=2.5 By: Yvonne http://www.thoughtbubbles.org/life/poor_customer_service/#comment-401 Yvonne Thu, 09 Nov 2006 20:17:38 +0000 http://www.thoughtbubbles.org/psychology/poor_customer_service/#comment-401 Well, it goes both ways. Having worked in a department computer-support office for a number of years in college (which was less than five years ago), I saw co-workers get verbally abused all the time by people calling in. People who could not, for example, accept that a support tech couldn't come fix their AIM installation until the next day because we were dealing with a major network crisis after multiple staff members ignored the umpteen pleas not to open strange attachments and buried us all in the Lovebug virus. Not to mention that I've heard from multiple sources that companies explicitly tell the service people to do or say anything to prevent a customer from getting a refund or cancelling an account, including running them around to the point that the customer hangs up in frustration. Well, it goes both ways. Having worked in a department computer-support office for a number of years in college (which was less than five years ago), I saw co-workers get verbally abused all the time by people calling in. People who could not, for example, accept that a support tech couldn’t come fix their AIM installation until the next day because we were dealing with a major network crisis after multiple staff members ignored the umpteen pleas not to open strange attachments and buried us all in the Lovebug virus.

Not to mention that I’ve heard from multiple sources that companies explicitly tell the service people to do or say anything to prevent a customer from getting a refund or cancelling an account, including running them around to the point that the customer hangs up in frustration.

]]> By: Carlee http://www.thoughtbubbles.org/life/poor_customer_service/#comment-400 Carlee Thu, 09 Nov 2006 19:56:05 +0000 http://www.thoughtbubbles.org/psychology/poor_customer_service/#comment-400 After several fast-food drive-thru window snafu's and several more in-person and phone issues with a wide variety of customer service personnel, my husband and I figured out the problem with customer service now. It's SO simple! COMMON COURTESY -that mixture of common sense, compassion, empathy and politeness, that everyone born before 1980 just KNOWS, has to be TAUGHT to the employees nowadays. I'm not saying ALL the youngsters are bad at customer service, but it's a real surprise to see because of it's rarity. After several fast-food drive-thru window snafu’s and several more in-person and phone issues with a wide variety of customer service personnel, my husband and I figured out the problem with customer service now. It’s SO simple! COMMON COURTESY -that mixture of common sense, compassion, empathy and politeness, that everyone born before 1980 just KNOWS, has to be TAUGHT to the employees nowadays. I’m not saying ALL the youngsters are bad at customer service, but it’s a real surprise to see because of it’s rarity.

]]> By: Wayne Shipp http://www.thoughtbubbles.org/life/poor_customer_service/#comment-22 Wayne Shipp Mon, 10 Jul 2006 21:52:26 +0000 http://www.thoughtbubbles.org/psychology/poor_customer_service/#comment-22 Verizon. Speaking of service. Verizon tells me it will be 5 days to get a tech to troubleshoot a problem on their side of the interface. However, if I want to cancel service their will be someone there right-a-way. Is this upside-down or what? Verizon. Speaking of service. Verizon tells me it will be 5 days to get a tech to troubleshoot a problem on their side of the interface. However, if I want to cancel service their will be someone there right-a-way. Is this upside-down or what?

]]> By: Elenita http://www.thoughtbubbles.org/life/poor_customer_service/#comment-10 Elenita Sat, 01 Jul 2006 23:08:01 +0000 http://www.thoughtbubbles.org/psychology/poor_customer_service/#comment-10 Now would be a great time to chime in about the major airline that called me twice about medical equipment I'd originally notified them about, and then decided not to take, wouldn't it? Who wanted instructions on how to safely manage this equipment I wasn't going to take, and then refused to listen to that advice? And then called me back a third time about equipment I was not going to take? And then a fourth time, <em>after I cancelled my flight with them</em> because of the needless hassle, to remind me to get there early? ::sigh:: Now would be a great time to chime in about the major airline that called me twice about medical equipment I’d originally notified them about, and then decided not to take, wouldn’t it? Who wanted instructions on how to safely manage this equipment I wasn’t going to take, and then refused to listen to that advice? And then called me back a third time about equipment I was not going to take? And then a fourth time, after I cancelled my flight with them because of the needless hassle, to remind me to get there early?

::sigh::

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