You have a problem with a product or service. You know the only way to solve it is to contact the company's customer service department. How does this make you feel? Do you get that anxious feeling in the pit of your stomach? Do you groan? Think please no, I don't want to? Whisper, help me under your breath.
Yes, we all know that feeling...calling customer service can feel like preparing for battle; broken english translator...check, automated system escape kit...check, explanation of facts and speak to a manager action plan...check, stress relief candle...check, and a chunk of your valuable time that you will never, ever get back...check and double check!
Unfortunately, this bag of tricks is often necessary. Customer service experiences over the past 15 years have zapped the fight out of us all. Have you noticed, the customer is rarely ever right? We are often made to feel as if we are crazy and demanding, greedy and ever so disagreeable.
The feeling that has emerged from this era of indifference is some version of this..."Why would I waste my time calling customer service? They don't care about me. I will just pay the bill, continue as a customer until I find another solution and then cancel my account."
Sound or feel familiar?
This has been my experience with Comcast. Comcast is notorious for its lackluster customer service. I mean whose idea was it to implement the I've Got You My Pretties marketing plan.
Step 1: Woo them with great deals when they are new.
Step 2: Enroll them in the "screw the loyal customer plan" once we've got them.
The sorry I can't help you...it is what it is attitude does not generate a warm fuzzy feeling in the hearts of those loyal customers who are trying to figure out why their bill nearly doubled or why the "special deals" are only offered to new customers. Unfortunately, my experiences with Comcast have reflected the don't let the door hit you on the way out attitude. One thing I can say is they certainly are consistent in creating policies that make their customers feel undervalued. Maytag, HP and GM Credit are also on my Hall of Shame list. Crazy wait times, confusing support portals and less than stellar customer care are my biggest pet peeves. Please note: I am criticizing customer service policies not the agents who uphold the policies. I understand and feel for the agents who are not given the proper resources to resolve customer complaints. It is a difficult job especially when the company's policy does not allow their agents to solve problems and satisfy customers.
In comparison there are some companies that I believe have consistently understood the value of their customers. My Hall of Fame list includes Keurig, Zappos and the Loft. I remain extremely loyal to these brands and sing their praises every chance I get.
I would love to know what companies are on your Hall of Fame and Hall of Shame lists? I invite you to share your comments here!
1 comment:
Well said. I continue to pay a verizon bill that looks wrong simply because I don't want to go through the hassle of customer service. On the other hand, I recently stayed at a Homewood suites in Charlotte, NC. My travel partner got pretty sick and I happened to mention it to the front desk. Within an hour was a care package with ginger aid, chicken soup, a cold pack and a very nice note. Homewood is a part of the Hilton family. We will certainly be returning.
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