The Plight of Poor Customer Service

Jan 2
05:36

2024

Bob Osgoodby

Bob Osgoodby

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The following narrative is a recount of a recent encounter with my Internet Service Provider (ISP), whose identity will remain undisclosed. The issue at hand was a failure to connect to the ISP, a problem that persisted for more than a day. Despite my initial patience, I eventually reached out to their customer service for assistance. The ensuing experience was a rollercoaster of frustration, confusion, and ultimately, relief.

The Initial Contact

After enduring a lengthy automated message that seemed to cover everything but the kitchen sink,The Plight of Poor Customer Service Articles I finally navigated to the relevant option. I was informed of the estimated hold time, which I appreciated, and proceeded to multitask while waiting on speakerphone.

Approximately five minutes later, I was connected to a customer service representative. I explained my issue and was guided through a series of troubleshooting steps, none of which resolved the problem. The representative concluded that my software had become corrupted and needed to be reinstalled from my Windows CD. I pointed out that I could connect to other services without issue, suggesting the problem was specific to their service. Regardless, I was instructed to locate my Windows 98 installation CD and call back.

The Second Attempt

Unable to find the CD, I borrowed a copy from my daughter and called the ISP again. I requested the previous representative, only to learn that he was based in Tennessee, while I was now speaking with someone in California. I explained that I had been instructed to call back for software reinstallation guidance. This representative suggested a simple restart of my computer. When this failed to resolve the issue, he claimed there was nothing more he could do. His English was barely comprehensible, and I was far from satisfied with his response. I requested to speak with a supervisor, who assured me that the issue would be escalated to their research department and that I would receive a call back within 48 hours.

The Waiting Game

Two days passed without any communication from the ISP. I decided to try my luck again, suspecting that the previous representatives were not fully equipped to handle my issue. This time, I was connected to a third representative who not only swiftly resolved my problem but also demonstrated genuine empathy and concern. This was a stark contrast to the indifference exhibited by her predecessors.

The Bigger Picture

It appears that many companies fill their customer service departments with individuals who are ill-equipped to handle complex issues. They are armed with a troubleshooting manual and a mandate to resolve calls as quickly as possible. This approach is baffling, considering the significant resources these companies invest in advertising and customer acquisition. Yet, their primary customer touchpoint is often staffed by individuals who lack the necessary skills or motivation to effectively address customer concerns. This disregard for customer retention is alarming.

If you are in business, it is crucial to embody the qualities of the third representative or ensure such individuals are part of your team. Remember, while the sales department acquires customers, poor customer service can quickly drive them away.

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