When a problem is encountered with a product or service and assistance is needed, most companies provide a toll-free number where you can get live customer service. On the surface, this appears to be a good thing.
But when a frustrated consumer utilizes the toll-free number, a few things are learned about the company’s commitment to customer service in the first few minutes of the call.
I think the worst possible scenario is when a recording states “we are experiencing a high call volume at this time, please try again later.” At that point you already know that the product or service is not only having a lot of customer service issues, but also that the company doesn’t really care whether you get help or not.
Next on the list is the call center in a foreign country, where the customer service representatives only have the ability to read scripts. I am a literate adult, and I don’t need to have information read to me over the phone. If a customer service representative does not have the perspicacity to engage in rational dialog, then I am wasting my time.
And finally, there are the companies that ask for a credit card number first. What? You sold me something that doesn’t work and now you want me to pay you to make it operational? At least those calls are answered quickly because I assume that the preceding calls were dispatched as quickly as mine, with a response of “no way!”
The best and most reliable source of information is always from other consumers that are posted on the Internet. Somewhere, someone has experienced the same problem and has come up with a fix or a workaround. Many even post videos on YouTube.
I often wonder why companies spend millions on advertising and then short-change customer service?
I guess that “word of mouth” just doesn’t carry that much weight anymore.
All content, including text, original art, photographs and images, is the exclusive property of Coweta Fayette Real Estate, Inc., and may not be used without the expressed written permission of Coweta Fayette Real Estate Better Homes and Gardens Metro Brokers, Newnan Georgia. All information is believed to be accurate but is not warranted, Copyright 2003-2009. Richard Weisser REOS, E-Pro. licensed Auctioneer. 770-827-6225.
Learn more about Coweta County and Fayette County Georgia Real Estate, and to search the entire Georgia MLS for free with no registration required. Visit CowetaFayetteRealEstate.com! Photos of the Great Smoky Mountains National Park. North Georgia Photos.
I think that many companies are of the opinion customers have short memories! I wonder what would happen if I clanged my cell phone greeting to "I am currently experiencing extremely high call volume..."
Gary that is great, That would be really funny, maybe for me but I don't think my clients would find it amusing. I think you have a legit point here Richard, I can understand some time waiting, but when you hear that "high call volume" no matter when you call, you know they could care less about you.
Good morning Richard,
In many companies haste to trim their budget and make a profit they are forgetting service is the last thing they should cut!
Gary...
I wonder how long THAT would keep you in business. Great point! Thanks.
Gerry...
I think that he's right on target too! Thanks so much.
Dorie...
It's the "beginning of the end" in my opinion! Thanks, my friend.
Hi Richard,
I am amazed at the number of times Scott and I have been able to find answers on the internet (mainly blogs) on how to solve different technical problems. And these companies are wrong, word of mouth is still key.
~Lisa
Customer Seervice is a very high priority to me when possibly buying from that same company again.
Richard,
We can blame ourselves. We shop prices, knowing "the price of everything and the value of nothing."
Too often we do not value service after the sale enough to pay for it.
The callousness of many major corporations is not lost on we lowly consumers. We do remember. I remember when Verizon caused me to go without my DSL connection for 3 solid weeks when a tree fell on THEIR LINE. There was NO contact with a live person until the repair man came after 3 weeks and reconnected me. I will not forget.
My "longest on hold" or the "press number for something I don't want" problems are with Medicare these days. Signing up and getting it right isn't easy. I wonder how many go withoout until they're really sick. Medi(don't)care.
Mike has it right, we shop price
When ever possible try and support the small independent
Not only will you build a relationship you just may experience great customer service
Is that not worth a couple of bucks
Think of the time and aspirin you will save
Enjoy the day
Richard: They spend so much money on advertising to convince you that you need to replace something that isn't broken and works fine. You're just not a good consumer in the U.S. if you aren't stark raving mad for the next generation "thing." Customer service doesn't matter to them because they figure you'll have to buy the next big thing from them whether you are upset or not. Why? Everyone else is doing it.
Whn you get the message, "your call is very important to us", followed by, "your estimated wait time is......", you just know that customer service is not a priority.
Richard,
Great post, and it also mimicks some (certainly not all)of the agents around here. I call and leave a message that I would like to visit with them concerning one of their listings...no return call. NOT in the best interest of their client or future contacts from me!
The service also stinks in so many stores! I have been looking for a better camera, so I stand, looking at an $800 camera and am obviously reading the info card which is a 5 cent replacement for a salesperson.I am definitely overtly interested...does anyone pause what they are doing to at least say, "I'll be with you in a moment." nooooooo.... I finally ask someone that KNEW I had been standing there...she comes over and READS THE CARD TO ME. I was so IMPRESSED!!!! She could actually read outloud and chew gum at the same time.... I think there is a post in there, too :)
Stay cool in GA!