Carlene Havel's Blog: Carlene - Posts Tagged "randolph-scott"
RIP Customer Service
An old song asked the musical question, “Whatever happened to Randolph Scott?” I think we forgot about him. That’s because Mr. Scott starred in movies hardly anyone watches anymore. The public simply hasn’t seen enough of Old Randy lately to recognize the square cut of his jaw, or remember how tall and straight he sat in the saddle.
You may wonder where I’m headed with this, but bear with me. Last week I was helping a relative with a routine chore. She needed to update information on several websites. Should be simple. Why would customer service even enter into the picture? Correct, Grasshopper, if you remember your userids and passwords (she didn’t) and haven’t locked your account with guesswork (she did).
No problem, I advised confidently. We can call that number on the screen. Yes, technically we could—to be told ever so politely, “We are unable to take your call right now.” That was followed by a recording assuring us how important each call is to the provider and how deeply they apologize for any inconvenience.
Never one to give up easily, I resorted to an on-line chat. To their regret, the provider was unable to do business with the customer AT ALL until she processed through a different website. Which I did for her. After obtaining a new password.
Upon returning to the original site, after dutifully doing as told, there was progress in that someone answered the telephone. The lovely lady’s finding was that my dear relative had no account, locked or unlocked, and never had possessed one. Exasperated by my question about why there was a charge for nonexistent service every month, the representative offered to open a new account. Her input of identifying information rejected. Duplicate!! What?? “Oh. Wait. Let me do a little more research…”
After a few hours, I finally did the simple update that started the whole crazy merry-go-round ride. I was frustrated, but not at all surprised. So what does that have to do with classic westerns? I seem to be seeing less and less of both old friends. Cheerful, efficient customer assistance is disappearing down the same dusty road where Randolph Scott rode off into the sunset—with much less panache.
Why did I sit in the cool, dark theater and cry when the lonesome cowboy rode away? Because he wasn’t coming back, and I knew I would miss him mightily. So long, partner.
Carlene Havel, Author of Love Stories
http://goo.gl/ugcII
You may wonder where I’m headed with this, but bear with me. Last week I was helping a relative with a routine chore. She needed to update information on several websites. Should be simple. Why would customer service even enter into the picture? Correct, Grasshopper, if you remember your userids and passwords (she didn’t) and haven’t locked your account with guesswork (she did).
No problem, I advised confidently. We can call that number on the screen. Yes, technically we could—to be told ever so politely, “We are unable to take your call right now.” That was followed by a recording assuring us how important each call is to the provider and how deeply they apologize for any inconvenience.
Never one to give up easily, I resorted to an on-line chat. To their regret, the provider was unable to do business with the customer AT ALL until she processed through a different website. Which I did for her. After obtaining a new password.
Upon returning to the original site, after dutifully doing as told, there was progress in that someone answered the telephone. The lovely lady’s finding was that my dear relative had no account, locked or unlocked, and never had possessed one. Exasperated by my question about why there was a charge for nonexistent service every month, the representative offered to open a new account. Her input of identifying information rejected. Duplicate!! What?? “Oh. Wait. Let me do a little more research…”
After a few hours, I finally did the simple update that started the whole crazy merry-go-round ride. I was frustrated, but not at all surprised. So what does that have to do with classic westerns? I seem to be seeing less and less of both old friends. Cheerful, efficient customer assistance is disappearing down the same dusty road where Randolph Scott rode off into the sunset—with much less panache.
Why did I sit in the cool, dark theater and cry when the lonesome cowboy rode away? Because he wasn’t coming back, and I knew I would miss him mightily. So long, partner.
Carlene Havel, Author of Love Stories
http://goo.gl/ugcII
