You order a “Number One” without pickles, but once you get home to devour your burger you find that it has pickles. You place your groceries on the checkout lane, but the cashier doesn’t make eye contact or greet you with a simple, “Hi. Did you find everything ok?” You call a place of business, but the receptionist answers, “Hello?” as if it’s a personal line. You walk into a retail store with a sales flyer seeking direction on an advertised offer, but the sales associate points in the direction of nowhere answering, “Over there.” You call your cable service provider to cancel the subscription. You think the bill is up to date but receive a letter in the mail weeks later for a $175 cancellation fee no one made you aware of. *coughs*Comcast*coughs* And don’t you dare think about calling a 1-800 number. Good luck speaking to someone who speaks good English post 3-5 transfers.
We’ve all been there. At some point (or many) we all experience bad customer service. Remember the phone call from the guy who tried to cancel his subscription with AOL? Or how about the delivery driver for FedEx who threw a customer’s television over the gate while he was home? I highly doubt either of them is still employed by those respective companies.
What about the flip side of the coin? There’s a saying in business that states the customer is always right, but anyone who has ever worked in the customer service industry knows that is not true.
Although I am a stockbroker* by title, I work for a discount firm who does not offer advice. Instead of managing portfolios, my position is more related to customer service by helping people navigate through the trading platforms, clarifying jargon and rules, and handling paperwork. What I didn’t know is that I would have to reset passwords (which can be done online i.e. “Forgot Password” link) for people who don’t know what a CAPS lock is. Sometimes I feel like I’m being Punk’d with some of the simple, self explanatory questions I get.
I don’t mind helping people, especially when they’re able to acknowledge they don’t know what they’re doing. The issue I have is with the know-it-alls who really don’t know what they’re talking about but insist, loudly mind you, that they do. And don’t hang up on me. That’s one of my pet peeves and is a surefire way to get me all the way turnt up. Yelling and screaming obscenities isn’t the best method in persuading someone to help you. After all, I do have access to your social security number, date of birth, and address. Am I the right person to piss off?
We’re told not to take it personal, but I admit to not having thick skin. I get tired of being nice to people who are not nice to me. HR forgot to mention in the job description: ability to manage asinine halfwits. I’d like to tell a few people to do the world a favor and play soccer with a brick barefooted in 5 o’clock traffic, but I can’t. My conscience and the presence of a recorded line won’t let me. I’m a firm believer that we reap what we sow, so I thank God for giving me the maturity to understand Exodus 14:14 The Lord shall fight for you, and ye shall hold your peace. Peace, as in freedom from strife; not piece, as in your 9 mm pistol. Woo-sah.
I’d love to hear from you. What’s your worst customer service experience, or if you were on the receiving end, who had you up in arms at work? Be blessed and BREATHE.
*I have a series 7 and 63 license.