by Guest Blogger, Lena West, Chief of Social Media Strategy at xynoMedia
First, I have to "authenticate" who I am to either the phone system or the person answering the phone. This usually means some combination of account numbers, date of birth, a series of passwords, security questions and address verification. It's a lot to remember and rattle off.
Then once you get get past the authentication gates, you have to listen to the customer service rep try to provide good customer service with WORDS.
I've heard everything from:
"I'm sorry to hear you're having that problem and I'm happy to help you solve that problem today," to "I understand that this must be frustrating for you, I'm going to do my best to see if I can help you solve this problem today."
Then, they help you. And, you're desperately trying to get off the phone and onto your next to-do and they say, "Do you have any other questions that I can help you with today?" You say, "No." And, they say, "Do you feel as if I've provided you with quality customer service today?" You say, "Yes." And, they say, "Can I send you a quick customer service survey by email, please?" You say, "Yes." And, they say, "Thank you for calling ABC Company where we strive to treat you as a valued customer, have a good day and thanks for calling."
Are you serious??? All that to end a phone call?! It takes you like 30 seconds to hang up from a call with these service reps.
But, my favorite is when...
they ask you to find a bit of information and then while you're trying to find it, they interrupt you to ask you some other account-related question. Umm, can you give me a moment to find the answer the question you just asked me please?
It also peeves me a bit when they try to get you to renew services that aren't even ready for renewal yet just because they have you on the phone with them!I love their service and they're always helpful, but GoDaddy is infamous for this! C'mon guys, this is annoying.
Now, I am not saying that I want the rep to be abrupt or rude, I'm merely pointing out that there just *has* to be some middle ground between the two worlds of rudeness and customer service-based verbal diarrhea.
And, hey, I totally get that everyone has a job to do and the reps they don't make the rules; they just follow the instructions given to them by some mindless marketing or customer service consultant.
I'm just wondering when someone is going to tell the people who make the decisions that all this "customer service on steroids" is a total waste of the customer's time? I'm fine with someone wanting to help, but as I always say, "don't talk about it, BE about it."