View RSS Feed

stephanie

Customer Service oftern marred by simple issues

Rate this Entry
I received an invoice today for a service we no longer need. I will not mention the company as this is just one example of things that seem to go on all the time. Written on the invoice was a clear note 'If you no longer need these services then please contact us on the telephone number above'.

So I duly rang the number, and went through two separate message systems, being warned at the beginning that I must listen carefully as the messages had changed, I did so dutifully.

None of the options seemed to fit, so I chose the closest, concerned that I may be put through to the 'wrong' person and have to start all over again (this has happened a few times).

Finally I get through to a real person, but as soon as I said what I wanted he says ‘You have to put that in writing to the address at the top’. So I mentioned that it had stated on the invoice to ring – he politely re-iterated that I must write in person to the address on the invoice.

As I actually feel a bit sorry for people working in call centres (having read up on research on the work experiences of some of these to support one of my lectures) I calmly said goodbye and put the phone down. But why wind customers up like this? How difficult can it be to change the note to say ‘If you no longer need these services then please contact us in writing at the above address’? As the call centre guy did not attempt to dissuade me from my choice, it was clearly nothing to do with customer retention.

This is just one example of so many similar issues I have experienced – I will leave my gripe about call centres for another day…

Submit "Customer Service oftern marred by simple issues" to Digg Submit "Customer Service oftern marred by simple issues" to del.icio.us Submit "Customer Service oftern marred by simple issues" to StumbleUpon Submit "Customer Service oftern marred by simple issues" to Google

Categories
Uncategorized

Comments

Trackbacks

Total Trackbacks 0
Trackback URL: