Forums: Discussions for entrepreneurs and small business.

I just remembered a particularly BAD experience with customer service and thought I`d share.  Once when shopping for a bike for our child, we visited a certain "Big Box" store.  We called for an associate to come and help us and answer some questions.  My final question was this.  "If we get it home and put it together and are not happy with it, can we bring it back?"  His reply was, "Of course, people bring these back all the time".  We did NOT buy our bike there. 

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"I`m sorry, that`s not something I`m authorized to do."

Okay, then send me to someone who CAN help me!!!!!!

I HATE that employees either DON`T have the power given to them or WON`T take care of an issue for you because it reflects poorly on them with the company.  The most tragically funny CS experience of late was the poor guy who tried to cancel his AOL account and was basically told, "NO" by the CS Rep:  LINK

~Kim

Just for clarity, the point of my posting about our way of handling calls avoids us hearing one-liner customer service laments from our customers.  I just forgot to say this in the close.  OK I am getting old...

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Bert at Harvey Software, Inc.
Multi-Carrier Shipping Software and Supply Chain Solutions for Internet Retailers

Also a provider of free shipping information and resources at Harvey Software`s Parcel Shipping Blog along with free tracking solutions at TrackingPage.com...

I often do what I call a "Kevorkian" where I commit "hold suicide" by hanging up in frustration after many minutes.  I hate the repeated message that tells me over and over that these are "peak hours" and "all representatives are busy".  Or, when you can`t get to a real person and have to wade through 15 prompts to press "1" or "8" or whatever. 

~Kim

Kim,

I sure have to agree with you there. Peak hours are normally from when the phone lines open and when they close. Another bug-a-boo of mine is after waiting forever you here a click think you are finally going to be able to talk to a real person and get disconnected. grrrrrrrrrrrrr

Bert,
Sounds like you have a good policy.

Kathy


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After my own experiences with hold frustrations ect... I am including a call
center in my budget, so people can talk to a live person.

This is so funny for me. LOL

I love this one (Thanks CraigL)

They`re just trying, they say, to determine what is the problem. I KNOW the damn problem! (Half the time I almost know the whole solution too!)

I`m a Tech (PC) so I provide Service, a solution, so mainly I have day-in-out calling manufacturer`s Support Center or even ISP (Internet Service Provider) Companies.

So I LOL because, that`s right, many of this call I just hang out (myself) the call after half an hour waiting on the phone, while my brain desesperatelly find some solution by its own (!)

I could say something on behalf of one Company, here in Miami.

Since DSL started here in Miami, Florida (around 8 years ago) I could swear personally that Bellsouth gave an amazing rate of 1~5 minutes wait-call, and a 10~15 minutes solution time.

That`s an AMAZING good rate above any other Company has passed by my hears.

But that kind of fairy-tale-happiness couldn`t last forever...

Along came ATT and f...up the dream. (no,no ...fINISH up)

:))