Customer Service?
Have you noticed that there isn’t much service in “customer service”? Over the last few months, I have been collecting stories from people about their awful customer service experiences. It started when I contacted our home insurance agent to ask why (for the third year in a row) they hadn’t sent an invoice for payment to our mortgage company. I actually was calm and quite polite. My agent’s assistant said: “I am not sure what happened, but I can assure you that it’s not our fault”. And I literally laughed out loud! This launched my passion for awful customer service stories.
Yesterday, a friend told me that she had 11 new windows put into her home and needed the home alarm company to come out and wire them. She called, told them she had 11 new windows and they scheduled a technician. When the technician arrived he told her that 1) he didn’t have enough supplies for 11 windows, 2) he didn’t have time to do it and 3) she should have told customer service what was involved! (Read: 1) “It’s too much work”, 2) “I can’t do it myself”, and 3)”it’s all your fault”) He promptly left for his next appointment. This launched 2 weeks of hassle with the company including the company insisting that she pay for the service call when the technician didn’t even do anything!
You have to ask yourself - “how much money did my insurance agent or this home alarm company spend to get me as a customer?”
Of course, our Internet Hero Seth Godin asks the same question in his blog this morning while sharing some funny customer service stories in his blog today.
Have a customer service story to share? Email me or place a comment here. I’d love to hear it! Oh, anyone know of a good home insurance agent?
Filed under: Thoughts on being human....
