Saturday, February 13, 2010
The next American Idol??
So, I'm not a big fan of music. I know, to some of you that's sacrilige! But I enjoy watching American Idol (after the horrendous first auditions are over) and love seeing how people recreate music. Here's my pick for American Idol this year. Agree?
The Lost Art of Customer Service
I love my cell phone. Here's my issue. It's the carrier ... or rather the people that work for the carrier. I am not necessarily a fan of "the customer is always right" because I used to work retail and the customer is sometimes clearly wrong. What I am a fan of is simple, honest customer service. Real customer service. Like where the customer comes first. Remember that?? I'm still kind of young, but I've noticed over the course of my life that the whole concept of customer service has gone to the dogs only to be replaced with a "you-bought-my-product-and-signed-my-contract-now-suck-it-up-and-pay-the-fees" service.
My proof? Well, this morning I went to my carrier (to remain nameless) this morning with my boyfriend to have them take a look at his phone (if you want to call it that ... he has other words for it!). We walked in a a couple of people hollered from their respective corners "can I help you?". Not unless you come over here where I don't have to yell ... So someone comes closer, we explain that his phone does not turn on and this is the second time we've had a problem with it in less that 12 months and we're directed to technical support. We walk up to the guy and he asks for the number ... we give it ... he asks another question and before we can anser, his phone rings and he answers it. My boyfriend didn't seem bothered, but made a comment that at least his phone worked. I figured it was because he did his own technical support!! Then the dude gets up, walks away and comes back with another dude and hands us off. The guy clicks a couple of keys, asks for the phone number again, digs around for a while and announces that we have insurance so he can order a new phone ... the same phone. 1. We already knew it was insured. 2. Who wants to replace their phone with the same one that's already crashed and burned twice? Seriously? Dude didn't seem to care when we expressed this concern simply stating that he could replace the phone because it hadn't been replaced 3 times within 90 days. Well, yippe kiyay ... wait, does that happen often?? So if we don't want the same phone, can we replace with a phone of equal or lesser value? No. No explanation. Okay, since you obviously aren't concerned about the customer's happiness, how much will it cost us to cancel this line and go to one of your competitors? $120 Wait, wha..?! Oh, right ... that two year contract... of course ... So even though your store no longer sells the phone that my boyfriend bought a year ago (and has already replaced once), you will only replace it with the same phone? Or you're going to charge us to cancel the account, go to a competitor and bad mouth you for a VERY long time? Hm. Sounds good, sign me up!!
So, we're both pretty heated by now and walk out of the store pretty frustrated. I guess this happens a lot because no one seemed to care that we walked out visibly annoyed. We walked around for a little bit, cooled down some and weighed our options. Then we went back to the store. Bad idea. We walk back in, talk to a couple of salespeople who don't seem to know much other than the location of the store manager. So we ask to speak with him. After waiting 20 minutes, he comes over and talks to the saleswoman and she comes over to tell us the exact same thing we've already heard today. Nothing different. Wait, remind me again what the point was of talking to the manager? Better yet, the manager didn't even come and talk to us ... all of 5 feet away. And the funny part was that she asked if we still wanted to talk to him - as if it is going to make us happier to hear the same BS from a manager's voice. My boyfriend, in his classic style, simply responded with "No thanks, you've already told us you'd rather we do business with your competitor. I don't need to hear that from him. Thank you and have a nice day!" (Applause from the proud girlfriend)
So cell phone carriers, here's my request to you - remember who is helping you pay your monthly bills. Yes, that would be your current customers. I know the promotions and special deals are only for new customers and new contracts, but at some point, I get to renew said contract, correct?? Can you really afford the bad advertising caused by bad customer service? How about applying Nordstrom's philosophy of customer service and allow your employees to use their best judgment? Be honest, but at least care. And all we ask is that you try and accomodate us. If you can't, at least I know you tried. If not, I really have no problem going to your competitor, no matter what your advertising says about their maps.
My proof? Well, this morning I went to my carrier (to remain nameless) this morning with my boyfriend to have them take a look at his phone (if you want to call it that ... he has other words for it!). We walked in a a couple of people hollered from their respective corners "can I help you?". Not unless you come over here where I don't have to yell ... So someone comes closer, we explain that his phone does not turn on and this is the second time we've had a problem with it in less that 12 months and we're directed to technical support. We walk up to the guy and he asks for the number ... we give it ... he asks another question and before we can anser, his phone rings and he answers it. My boyfriend didn't seem bothered, but made a comment that at least his phone worked. I figured it was because he did his own technical support!! Then the dude gets up, walks away and comes back with another dude and hands us off. The guy clicks a couple of keys, asks for the phone number again, digs around for a while and announces that we have insurance so he can order a new phone ... the same phone. 1. We already knew it was insured. 2. Who wants to replace their phone with the same one that's already crashed and burned twice? Seriously? Dude didn't seem to care when we expressed this concern simply stating that he could replace the phone because it hadn't been replaced 3 times within 90 days. Well, yippe kiyay ... wait, does that happen often?? So if we don't want the same phone, can we replace with a phone of equal or lesser value? No. No explanation. Okay, since you obviously aren't concerned about the customer's happiness, how much will it cost us to cancel this line and go to one of your competitors? $120 Wait, wha..?! Oh, right ... that two year contract... of course ... So even though your store no longer sells the phone that my boyfriend bought a year ago (and has already replaced once), you will only replace it with the same phone? Or you're going to charge us to cancel the account, go to a competitor and bad mouth you for a VERY long time? Hm. Sounds good, sign me up!!
So, we're both pretty heated by now and walk out of the store pretty frustrated. I guess this happens a lot because no one seemed to care that we walked out visibly annoyed. We walked around for a little bit, cooled down some and weighed our options. Then we went back to the store. Bad idea. We walk back in, talk to a couple of salespeople who don't seem to know much other than the location of the store manager. So we ask to speak with him. After waiting 20 minutes, he comes over and talks to the saleswoman and she comes over to tell us the exact same thing we've already heard today. Nothing different. Wait, remind me again what the point was of talking to the manager? Better yet, the manager didn't even come and talk to us ... all of 5 feet away. And the funny part was that she asked if we still wanted to talk to him - as if it is going to make us happier to hear the same BS from a manager's voice. My boyfriend, in his classic style, simply responded with "No thanks, you've already told us you'd rather we do business with your competitor. I don't need to hear that from him. Thank you and have a nice day!" (Applause from the proud girlfriend)
So cell phone carriers, here's my request to you - remember who is helping you pay your monthly bills. Yes, that would be your current customers. I know the promotions and special deals are only for new customers and new contracts, but at some point, I get to renew said contract, correct?? Can you really afford the bad advertising caused by bad customer service? How about applying Nordstrom's philosophy of customer service and allow your employees to use their best judgment? Be honest, but at least care. And all we ask is that you try and accomodate us. If you can't, at least I know you tried. If not, I really have no problem going to your competitor, no matter what your advertising says about their maps.
Subscribe to:
Posts (Atom)
