The Death of Customer Service...

[Bellsprout]

If you want results you have to #DoTheWork man. Nobody will do it for you.

[VTPack919]

I agree with the Pokémon.

You were given the option to do the work, seems pretty cut and dry.


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[Speedy]

Quote: Originally Posted by ODogg

So while I appreciate the idea that companies set up ways for us all to self service online, it should not be the be-all end-all way that companies promote customer service. Until we consumers speak up and demand we get customer service we will continue to see very little improvement. Call these companies to task. We don't pay all of these huge monthly fees for just the product, it should be backed up... What are some examples you may have of bad customer service and what, if anything, did you do to try to get a resolution?

I most recently had to deal with a retailer's customer service and was blown away.

Spoiler

http://www.operationsports.com/forum...postcount=2854

Quote: Originally Posted by Speedy

Anybody ever dealt with Jet.com? I bought a Samsung 55" 4K TV (UN55KU6300) for $593.21 total (no tax or shipping) on Black Friday. I got the TV today damaged from FedEx...thing has a hole on the side and the actual TV has a dent in it. I called Jet.com's customer service line (which is moderately funny with jokes while you wait) and talked to a lady who was really nice; she setup the return for me, told me my account would be refunded once they receive the TV from FedEx and if I choose to reorder, call back and they'll honor the same price. I have another item that's being delayed by the merchant due to weather issues and she explained the situation and the timeline I can expect it to get there and what Jet.com is doing in the meantime. The lady was so nice I actually asked to speak to her boss to comment on her, since genuinely nice people in customer service can be a rarity and more so, you never hear customers compliment customer services workers. Anyways...first time I've purchased from them and I am very well pleased.

A company's customer service usually has encountered EVERY single issue so when I'm calling, they have a protocol in place to help me. I've found it's not useful to scream at a customer service agent (since s/he didn't do me any wrong but is there to help)...rather, be kind & courteous, explain the situation and allow the person to do their job.

I was in customer service for a couple of years during/after HS...kehlis is absolutely correct - I was more apt to do above/beyond and help somebody courteous and respectful versus somebody chewing my head off for something I didn't even do. The primary objective in my mind was to get an angry person out of my face versus helping try and solve the problem and possibly be proactive too.

[PVarck31]

I can honestly say that I rarely get terrible customer service. Verizon has been great every time I've needed them. Although it sometimes takes talking to a few people. Time Warner cable has been awesome. They have gotten me new promo packages every time my current one's end. Sony has been good, as has Target.

The only real issues that I ever had is at Walmart. There have been a number of times I've had questions - mostly in electronics - where the employee had no clue what I was talking about and that's because Walmart tends to put people in departments they know absolutely nothing about. Which is stupid, but its walmart and I don't expect good customer service there.

[ubernoob]

Quote: Originally Posted by PVarck31

The only real issues that I ever had is at Walmart. There have been a number of times I've had questions - mostly in electronics - where the employee had no clue what I was talking about and that's because Walmart tends to put people in departments they know absolutely nothing about. Which is stupid, but its walmart and I don't expect good customer service there.

Incorrect.

The correct course of action is asking for the manager and then throwing a fit. When that fails, then you go above the store manager's head and talk to the area manager. After you talk to the area manager, you then write your Attorney General.

When that is all said and done, you then go to Dr. Phil and he will fix it for you.

[kehlis]

Quote: Originally Posted by ubernoob

Incorrect. The correct course of action is asking for the manager and then throwing a fit. When that fails, then you go above the store manager's head and talk to the area manager. After you talk to the area manager, you then write your Attorney General. When that is all said and done, you then go to Dr. Phil and he will fix it for you.

You skipped the BBB.

[ubernoob]

Quote: Originally Posted by kehlis

You skipped the BBB.

That explains why my actions always fail.

[bkrich83]

Customer sense of entitlement.