In My Opinion

Customer service is something everyone deals with at some point in their life. Some companies still live by the motto that the customer comes first. However, some don’t. Those that don’t usually end up losing their customers to a competitor and see their business eventually go down the drain.

Over the years, I have seen and talked to many customer service reps. Some have been understanding and helpful while others read their replies from a card without ever tapping into any other brain cells that involve thinking or judgment.

Many years ago, customer service used to involve people with brains that could actually resolve an issue. They knew their product and services well. However, these days, customer service reps read from cards or their PC monitor pre-written replies to issues that exist in the FAQ area or manual. Issues sometimes drag on for days, weeks, months or longer because no one can come up with a resolution, not even the managers who stand in the background of customer service reps monitoring conversations, problems and resolutions; the people who used to resolve problems if the reps couldn’t.

Why? Because customer reps are only expected to resolve issues that fall between specific criteria.

Reps and management can resolve problems A – W, but X, Y and Z, if not written down in the resolution manual, cannot be resolved especially if it involves thinking outside the box!

If a customer has a problem beyond the scope of repair or replacement, the customer usually is the one riding the short end of the stick. By the time customers start having problems, there is nothing customers can do other than complain. The companies have already profited. They are only worried about getting new customers. Customers with complaints get washed down the river of other complaints and their complaints get squashed…unless they are bloggers!

Here’s my complaint, Softbank and Apple! Take care of your customers better especially when your staff make mistakes. Don’t throw money at us. It is merely a band-aid. Correct the errors and make things better!