Who killed customer service? Where did the good customer service go?
I have thought about this post for quite some time but haven't written it until today.
Today I had two bad, very bad experiences with customer service.
The first. We have an outsourced company that does our benefits at work. I called as a HR representative on behalf of another employee. I just had a question nothing major and I forgot I had made the call!
Today they called me with a satisfaction survey. It did not go well from the minute I answered the phone. I know I won't be able to get her tone across in this but trust me she was not happy to be doing her job.
Her: This is "Sally" calling from the benefits company to ask you about the call you made last Thursday.
Her: Yes the call you made last week to us.
Her: YOU called on behalf of an employee. Do you remember THIS CALL?
Me: Oh yes. Sorry. I remember now.
(she kept interrupting me so I never got to ask a question or complete a sentence)
Her: I need to ask you a few questions about you satisfaction with that call do you have a minute.
Her: On a scale of 1 - 5, 1 being very dissatisfied and 5 being very satisfied, how would you rate the representative's effectiveness to answer your question?
Me: I guess average so 3.
Her (mean, frustrated tone): ON A SCALE of 1 -5..... (repeat above)
Me: I'm sorry I said 3, average service.
Her: (repeating the scale again)
Me: Hey if you are going to be rude I am not going to answer your questions.
Her: (even more rude and like she is just about to lose it): I am not being rude, if you would just....
That's enough of that. I just do not have time for this right now. I barely had a minute to talk to her in the first place but if she was just going to get angry when I tried to answer the questions!
Okay fast forward to tonight. I called one of the credit card companies. I have a payment plan with them that I pay a set amount each month. I can call in advance and change it if needed but I always pay. Always.
So here is how that went.
Me: Yes I would like to change my payment date to Nov 7th.
Her: Okay let's see. We can do Nov 5th. How is that?
Me: Well I don't get paid until Nov 7th is there anything you can do to change it to that date?
Her: No it would be a new billing cycle so just make sure you have money in your account. Then you can just pay back whomever you get the money from.
Me: (stunned) Okay well I guess Nov 5 will be fine. I'll figure something out.
Her: Yes so just make sure you get the funds in there or it will end your agreement and you will have to set up a new one.
Me: Oh so can I just cancel this one and start a new one then?
Her: Yes but just make sure the money is in there on Nov 5th.
Me: I don't have a way to get money by then.
Her: Okay well just make sure it is there. Is there anything else I can do?
Me: Nope thank you. I will make sure the money is in the account. I guess I can sell a kid.
And yes I really did say that!
Okay so maybe in that last call I was a little bitchy but OMG! I will have to call back tomorrow to make sure it all got changed. I do get my child support by the 5th so it is fine.
My head is still spinning though from the first call. Seriously I was just stunned by this call. I seriously wanted to ask her when I would get the call about how satisfied I was with her call.... It would not have been good!
Do you have any stories to share?