What happened to customer service? Isn’t it interesting how most companies today do not believe in the old saying, “the customer is always right?” Most companies, from restaurants, banks, airlines, Doctor’s offices, grocery stores, and online vendors go on the defensive as soon as they are challenged to hold their end of the bargain. Companies boast about their friendly helpful associates who offer great services and products with a smile. I have not seen a person like this in years. Companies don’t even bother to teach their associates how to fake it and help the customer at least feel like they’ve been served. They blatantly argue and are baffled that they have done anything wrong, when in fact, they seldom deliver on time, seldom give you the best price, and seldom do anything with a smile.
Here are a few companies that have presented me with an underpaid, poorly trained “customer service rep” in the past few months:
Direct TV – Presented a special deal if you signed up for free, immediate installation and fee iPod. The installation occurred 3 days later than promised, we were charged $100 for the “free” installation, and there was no iPod. When we tried (3 times) to discuss this issue over the phone with their customer service reps, we were told we were wrong and that there was nothing the could do – even though we were reading them their own fine print form their web site that stated our rights as a customer.
KidsCostumes.com – We paid for 3-day express shipping so we would have them in time for or performances. Several costumes were back-ordered, and rather than informing us of this, they decided to wait for the costumes to come in before they shipped them, causing the costumes to not arrive for our show in time. When we called (4 times) to discuss the issue, the Chicago-based company could not comprehend how it could be their fault, even though we paid extra for 3-day shipping (which ended up taking 7 days). They literally could not understand why we were calling with a complaint.
Bob’s Top Shop – Orlando, Florida. This is the company that replaced the top on my car. One of the largest, most respected top companies in this part of the country. I was told my car would be ready the same day I dropped it off. I was told this 3 times, and banked on that scenario since we cannot be without 2 cars without major scheduling and planning. The car was not ready until the end of the next day. There were no apologies, and they could not comprehend how this could possibly be a problems. I explained to them how much of a bind it put me in and they did absolutely nothing to remedy the situation.
My list goes on and on of companies that say one thing, do another and could care less about who they are affecting. Ugh!
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I concur Mr. G!!!!
Its real real annoying when people don’t do what they say they will.
This reminds me of the one time I was with my mom in Sam’s Club doing some early morning shopping at like 9:30 or 10:00 (which I was not exactly thrilled about). Anywho, we were strolling down the isles and there was a HUGE group of employees having their daily “pep rally.” They were cheering on Sam’s Club, but my favorite part was when they unexcitedly said a long, “GOOOOOOO Kissimmee……” I don’t really think it “pepped” them up, and I don’t think they are excited about living in Kissimmee…. LOL
Believe it or not, I was at a new high end grocery store the other day and the item I was buying did not scan the correct price. The checker said, “OK, the customer is always right at this store.” I almost fell out. I haven’t heard that saying in forever. So there is some customer service in a few places.
And Henry, I’ve seen the “pep rally” at the Wal Mart stores. It cracks me up.
On the other side of things, there are places that won’t leave you alone. My friends and I were out looking for furniture for a new house for one of them. We went to this one store where a sales guy came up to ask if he could help and we explained that we were just looking today. Thats fine. Stop there. But no, he followed us around the store and kept piping in with different comments and asking if he could be of help. We almost left the store because of it.