The New Norm – Customer No Service

Now that our world has become so exceedingly high-tech, customer service has completely and probably forever gone out the proverbial window. Knowledge that resides in the heads of the folks that essentially paved the way for the high tech, let the computer handle it world, has gone home.

You call the 1-800 line and what do you get?  A computer, of course.  And no matter how pleasant the voice is on the computer, you just want to speak to a live body.  None of the computer options really relate to what you need and you ask for a customer service representative.  But, the computer insists on knowing why you want to speak to a customer service representative in order to better serve you. I don’t know about you, but every time I have told the computer why I am calling and want a live person, I just explain it again if and when I get a live person.  So what was the point of asking me what my problem is? They really just want you to hang up.  When you hang up, which is generally out of frustration and you are trying your best not to throw your phone through the wall, the company erroneously believes it actually helped you.

Well, if you are like me, you are persistent in your pursuit of speaking with a live person and after however many elevator songs and provided you don’t get cut off, you get a person who reads a script.  If your problem is not on that script, you persevere on to the next flipping tier of customer support.  And while you waiting for script number 2, you are contemplating how calling any customer support is contributing to so many people having high blood pressure.

You finally get your problem to someone who can actually help you and the unfortunate thing is that by that time, your patience is frazzled and your temper is short.  I do feel sorry for the person that has to deal with that and I am sure this is part of the reason that it is a high turnover job, but the whole process should be reviewed.  Each person that picks up the call from a customer, should have the ability or be trained on how to service the customer and not read from a script. The various levels or tiers of customer support are ridiculous.  Every time you go up a tier you have to explain your problem all over again.   I know CRM software exists (I worked in software development field and CRM software development started more than 20 years ago) and I am pretty sure that if done right, all of your problems should be in the database and you (the customer) should not have to start the process all over again.

There is no customer service anymore.  Companies rely on computers to provide support so that they can have larger profits. People that work in customer support rely on what the computer tells and heaven forbid that issue the customer is having doesn’t pop-up on the screen, you (Mr./Ms. Customer) are totally screwed. Or, when you get to customer support, you cannot understand them.

Don’t get me wrong, I think computer technology is a wonderful TOOL. But, in pursuit of the almighty dollar, we have forgotten what it means to help one another and what customer loyalty can actually do for us as a company.  We have allowed computers to take over and become so dependent upon them that we have lost touch with what it means to be a human being and how to utilize the brains in our heads.

 

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