Customer Service? Sometimes It's Pointless.

This is an update to a post I did several years ago. But, as they say, the more things change; the more things stay the same.

This past week I had an ugly customer service experience with a local propane supplier. I won’t mention any names, save to say its name rhymes with Hirving. Being told, by the customer service rep no less, that it was “pointless to call me” about customer service is not a great selling point. But what do I know.

I do empathize with service staff workers especially waiters, waitresses and sales people who bear the brunt of an increasingly impatient I-want-it-yesterday group of people. You know ‘em, always in a hurry with the attention span of flea. (Assuming fleas have short attention spans). Now what was I sayin….? Oh yeah, the hurry up crowd that - I must admit - includes me. There’s no excuse for rude customers. Lord knows we’re not always right.

But for the love of Jesus, why can’t I get a real person when I dial a 1-800 number? Seriously, is that too much to ask? And banks have to be the worst – right behind (insert any cell phone provider here). Those smug voices. You know ‘em. The ones that can’t understand a Newfoundland accent and put you on hold, making you press numbers until your fingers go numb. So we talk with accents. Bite us.

And if I hear “if you know the extension of the person you’re calling enter it now” one more time, I’ll go through the phone. If I knew the extension, I’d call him. Aaaargh!

But back to the banks - those precious jewels of human indignity. What’s more galling than their shitty service is the fact that we have to pay to be treated like shit. "You're richer than you think" my ass. No thanks to you.

And I’d be remiss if I didn’t mention those “customer service representatives” who:

a) talk incessantly with a co-worker about last night downtown making us wait for our double doubles

b) point to the back of the Wal-Mart when you ask where they keep the golf tees

c) laugh out loud when you ask if it will be delivered by Friday

d) stare at you blankly when you ask if they have another size in stock

Ah, yes. The epitome of the incompetent. The embodiment of the ineffective. The personification of the powerless.

And the reason why so many of us are pissed off. Especially at banks.

And propane suppliers.

Hello? He’s Dead.

This is one for Janet over at I Shop and Tell. Although it takes place in Florida, it shows that poor customer service is universal – at least when it comes to phone and cable providers. (You listening Rogers?)

It seems that a grieving daughter had difficulty disconnecting her deceased father’s phone service from Verizon because she didn’t know his PIN number. When she called to cancel the service, the response from the Customer Service Rep was Rogers-ese.

"Well, there's nothing else I can do for you," the representative said before laughing and hanging up the phone.

Losing a loved is difficult enough, but having this added aggravation is nothing to laugh at. If she doesn’t have the PIN, would she have to produce a death certificate?

It is, of course, a reminder to let loved ones know where vital information on bank accounts, retirement funds, insurance policies and other important information is kept. Organ donation – as morbid as that sounds - is a typical example. But still, laughing at a grieving daughter? I’m not sure Rogers would go that low. Wait a minute – yeah, they would.

You can read the entire story here. What’s really interesting is some of the comments that follow. Here are two examples. I have a feeling these are indicative of what takes place here.

Wow, Verizon did the same to us when my dad died last May. My sister was Executor of the will, so Verizon went after her repeatedly. She explained he had died so many times, and the Verizon rep told her, "Well then tell him it is going to collections against him" so she was not even listening, nor had any reps before her. My sister said, ok, as soon as I die and see him, I will relay the message. Over 6 months for them to correct. Maybe ALL their reps need retraining

I believe it. I used to work for Verizon in the retention department. Anytime someone calls to disconnect, the rep's job is to try to save the line, regardless of the reason. If they can't, they make the customer jump through hoops to do it. Every line that the rep disconnects, costs the rep money out of his or her monthly performance-based bonus. It was the suckiest job in the world.

Weekly Rant

CBC RadioNoon’s Cross Talk had an interesting segment on Tuesday – customer service - or lack thereof. If there’s anything that drives me nuts, it’s shitty customer service.

Now I do empathise with service staff workers especially waiters, waitresses and sales people who bare the brunt of an increasingly impatient I-want-it-yesterday group of people. You know ‘em, always in a hurry with the attention span of ah. …ah…what was I sayin? Oh yeah, the hurry up crowd that - I must admit - includes me. There’s no excuse for rude customers. Lord knows we’re not always right.

But for the love of Jesus, why can’t I get a real person when I dial a 1-800 number? Seriously, is that too much to ask? And banks have to be the worst – right behind Rogers. That smug voice. You know it - the one that can’t understand a Newfoundland accent, puts you on hold or makes you press numbers ‘til your fingers go numb. So we talk fast. Bite us.

And if I hear “if you know the extension of the person you’re calling enter it now” one more time, I’ll go through the phone. If I knew the extension, I’d call him!

But back to the banks. Yes, those precious jewels of human indignity. What’s more galling than their shitty service is the fact that we have to pay to be treated like shit. Only in Canada you say. (If the banks get anymore Canadian, they'll soon be American.)

But I’d be remiss, if I didn’t mention those “customer service representatives” who

a) talk incessantly with a co-worker about last night downtown and make us wait for our double double (bastards)

b) point to the back of the Wal-Mart when you ask where they keep the golf tees

c) laugh out loud when you ask if it will be delivered by Friday or those who

d) stare at you blankly when you ask if they have another size in stock

Ah, yes. The epitome of the incompetent. The embodiment of the ineffective. The personification of the powerless.

And the reason why so many of us are so pissed off. Especially at Rogers.