As my regular readers might know, I was having some difficulty with a vendor last week trying to get a problem fixed. Just when I thought things were beginning to turn around regarding delivery on their promise of customer service being important to them, I was again disappointed.
I needed to talk to them regarding an additional issue, and decided the fastest way was to dial into the technical support queue and wait on hold for a while so I could actually talk to a real person. While on hold, they mentioned that I could “press 2″ to have someone call me back without losing my place in the queue. Wow! That sounded great! It’s like giving your buddy a beer to wait in line for you overnight to buy that fabulous new gaming console… while you go home and get a good night’s sleep.
I pressed 2. They said they would call me back, and my place in lineup would not be lost.
Great! Back to work I went…
Then I waited…
…It must have been quite the long queue because I have yet to get that call back. It’s been four days. I’m not impressed.
You can bet I’ll be looking long and hard to find out if there are any areas our business fails to deliver on promise.
Which leads me to my inevitable question. What promises does your business make that you don’t deliver on?
Technorati Tags: brand promise, customer service
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Today’s post is partially to vent some frustration and partially just to get everyone thinking about quality customer service.
I have been communicating with a vendor for the past 30 hours by email and telephone to try to get a very vital problem fixed. Every time I interact with their mail support system I am told how much customer service matters to them, and every time I am on hold in their automated labyrinth phone system, I am again reminded of how much I matter to them and that customer service is VERY important to them.
Sadly, it’s not service in the sense that I’m looking for, it’s merely LIP SERVICE. They SAY they care, but if they really did care they wouldn’t keep me waiting for a day and a half to fix my their problem. They are not practicing what they’re preaching.
Eventually we all fail in our customer service relations at some point, and to one degree or another. (We’re not perfect.) But we should all strive to evaluate the quality of our customer service, and take the time to care about our customers. And if we remind customers how much they mean to us with words, but show them how much they DON’T mean to us by our actions… well, you can bet those customers are going to find greener pastures, and spread the word that our pasture isn’t worth grazing in.
Thanks for letting me vent. 
Technorati Tags: customer service, quality, care
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