Barely Holding On
AS THE SAYING GOES, you get what you pay for. Does that mean a higher price equals better service and quality? When I purchase something, I assume customer service is built into the cost. But maybe I���m wrong.
One of my current life goals is to be one of those ���other customers��� who are currently being assisted while I���m on hold. When I call a helpline, I���m thinking my call is not that important to them. Otherwise, why would I be on hold?
I���m also not amused with the hold music. My hopes rise when there���s a slight pause, only to have those hopes dashed. I���m told I���m 65th in line���but my ���call is important, please stay on the line.��� I wonder if the 66th person is as important?
Sometimes, you can request a call back and get out of the queue. It���s a relief not to have a phone glued to your ear listening to music���or, worse, to ads trying to sell you more of the company���s quality product.
What is it that���s causing all the ���extraordinary call volume���? I���m thinking it may be poor customer service, bad products or the business trying to cut corners. Could it be there just aren���t enough customer service reps���in Romania or India or maybe Utah?
There���s another possibility, too. Those reps working from home have put down their headsets to change a diaper or walk the dog. Yeah, I���ve heard the barking dog and the crying baby on occasion.
You can avoid all this waiting by using the company���s website���at least that���s what we���re told. But the website���s section devoted to frequently asked questions has limited value if your question isn't one that���s frequently asked.
Then there���s the chat function. I like using chat���unless you start and discover it���s only a programmed set of responses, none of which applies to your inquiry. Frankly, I���d rather wait for the dog to be walked.
Within this world of questionable service, there are exceptions. I recently had a three-year-old beach umbrella suddenly malfunction and stop closing. I sent a note to the company through its website. The next day, I received a call from someone who sounded like he was in charge.��In more detail than I could understand, he explained the problem and said he would send me a new umbrella. And he did, in four days.
About that same time, my family was working on a 1,500-piece jigsaw puzzle. We found upon completion that two pieces were missing.��An extensive search never turned them up, so I emailed the company and again received a call. The company didn���t offer to replace the two pieces. But we could select any puzzle the company made and it would be mailed to us. We did���and the puzzle arrived three days later.
The lesson: If you���re in the market for a beach umbrella or a jigsaw puzzle, it appears possible to be that important customer who gets help. What if you���re calling about your refund from a canceled cruise? Not so much.
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