O/T need to vent,...the state of customer service...

[bliss_eternal]

Sorry in advance for this everyone. I try not to go off topic in special forums like this one, but this is the third time in a matter of days someone has been totally nasty to me. Is there something in the air? Is there some sort of lunar phase or something?

A few days ago, dh and I had a snafu w/our cell phone. We have pay as you go phones. We called the company and got the complete run around without anyone resolving the actual problem. What's worse, when I had to call back I spoke to a guy that was condescending, rude, and basically implied I was stupid for not "getting" the prior instructions given and not being able to be helped by what was on their website. When I realized dude was having a bad day and was intent on taking it out on me I requested a transfer to someone it may be easier to communicate with he flatly turned me down. He lied and said there was NO ONE ELSE I could talk to available.

I get the sense he knew he was in the wrong (and perhaps I would convey this to someone else)and this is why he insisted there was no one else to talk with. Unfortunately, I've seen this happen before in other situations when a rep just doesn't want anyone to know how badly their service sucked.

By the time I disconnected the call with him, I was shaking with anger and frustration.:mad: But I did call back, I reported the rep and was assisted by others--little too late unfortunately.

Fast forward to tonight. I call a local store to ask what I thought was a simple question. Instead of being helped I was ACCUSED of not being capable of being helped, BLAMED for why I couldn't be helped, and put off by the person I spoke with--All of this while they simultaneously claimed they were TOO BUSY to help me AND when I tried to ascertain if there was someone else that could help me, she was argumentative. :shrug: Eventually she expressed getting someone else to help me was too much trouble, and I was told I should just call back tomorrow.

Excuse me, it took longer for her to be completely nasty to me than it would have to just answer my question, or give me to someone that could answer my question. After calling her on her behaviour, I was transferred to her manager.

I spent YEARS in customer service, and it was NO CAKE-WALK. Having been on the other side, I feel I'm rather understanding of the position. At the same time, I'm not going to tolerate people being blatantly nasty and picking a fight for no reason at all!

What is up with these people that blame you and treat you like crap, for needing help?!

I KNOW it's a difficult, thankless, shitty job on a good day. But geez--I just needed help.

I guess the Universe is weeding out businesses I no longer need to patronize for me. lol. :P We'll be getting new cell phone service on Wed.

[lildreamer316]

1. This is a big pet peeve of mine too.

I too spent years in customer service, and in a way I still am. It was innate in me to be patient, to find the best way to resolve the situation. It seems to me to be common sense, AND best for the bottom line, to be curteous and helpful to customers. Why on earth would you NOT be? Golden rule and all/Karma/action recieves equal and opposite reaction, etc. I've NEVER understood why people let their personal stuff get in the way. If I was having a crisis I could not control myself over,then I removed myself from the situation and got someone else to help the person.

I do hope that people who are like you described are at some point allowed to learn the right way to function in the biz, or to get out of it if not. It speaks to their personal feelings of powerlessness,as exacerbated by this horrible governing body. I'd take that as part of it--Shrub and Co. have made life literally miserable for so many people--this is evidence of that, don't you think? That does not help, but it is interesting.

Hope your streak of pain in the butts goes away soon..Hee hee!!:pals:

[bliss_eternal]

2. Hi lildreamer...

Thanks for your kind words, for validating my feelings and just understanding. :pals::hug: It means a lot!

As you and I know from doing it, customer service IS NOT easy. I've been out shopping with dh (or alone) and noticed the way some people treat clerks in stores, and sometimes we are just shocked. I don't understand those that treat store sales help like they don't have a brain. It's just not right in my eyes, and so unnecessary.

We ALWAYS try to take the time to say hello, look them in the eye, ask how their day is, etc.--to just be kind in the course of our transaction. When I call places for information, I don't just launch into my problem...I say hello, ask how they are, etc. (sigh). At the same time, I think sometimes because I come across as nice, people think it's easy to try to put me off or be dismissive. Either way, I know it's their problem ultimately, like you said, karma and all...

Sadly, I think you are so right. This administration has really impacted so much more than some people want to admit. People's earnings don't go as far, they are stressed out, overworked, underpaid, etc. Also, a trend I've noticed is many companies just take so much for granted. It's all about the money and few companies are shelling out the money to actually TRAIN their employees in customer service practices anymore. A lot of people just don't know or understand customer service and really could use some help understanding how it works, what is good, what is inappropriate, etc.

I think I'm just going to avoid further business transactions for a few days, until this streak is over. :hide: LOL!

:hi:

[Behind the Aegis]

3. Go get'em Bliss!

Tell them I will send Super-Voodoo after them! :)

[rumpel]

4. Yup. There seem to be unhappiness and anger

arrogance and on the other, kissing up to specific clientele - perhaps that is the training these days...

[bliss_eternal]

5. Frustrating isn't it?

Kissing up to specific clientele and assumptions that others are "unworthy" of kindness and consideration.

:hi: rumpel!