Why Nobody Likes Calling Customer ServiceMore Free Feedback To All CompaniesUnity Consciousness #3065

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This is another installment of Customer Service. a Public Disservice.

Nobody looks forward to calling customer service.
Nobody calls customer service just to chitchat and report a wonderful experience.
Everybody who calls customer service does so because they have a problem with the product or service or they have a problem finding information and completing a task online or the information provided on paper or online is so poorly written and expertly hidden in maze-like web construction and equally non-applicable website search results, no one wants to take the time to make a study project out of getting assistance or finding a simple answer.

These are some of the reasons why nobody likes calling customer service.

Companies deceive themselves if they believe company success and reputation is all about the product or service or the owners or spokespersons or their marketing.

Critical to company reputation and success is customer interaction with all aspects of the company.

The reason most people stop using products or services is because the people who caused the problem are not the first or second level people tasked with solving the problem.
Then the people tasked with solving the problem are not given the power or training to do so, thus are merely note takers and passers on.
Without a doubt, customer disservice workers are the lowest paid but have the second greatest impact on customer experience after all the untouchables and unreachables such as the IT Department, Finance, Accounting, Administration.

To make matters worse, the supervisors and managers of customer service, are obviously either lazy or overwhelmed by the number of calls routed to them due to poor internal company structuring, thus they are often of more disservice than customer disservice, but these “I know what I'm taking about” managers and supervisors are usually more indignant and arrogant because you are frustrated and upset, thus indicating you are the problem for notifying them you are not able to experience a product or service without problems or not being to resolve them sensibly and expediently.

Because customer disservice is a dead end communication street that doesn't inform the rest of the company what is going on, customer service is overwhelmed with high call volumes, because a problem is never resolved fundamentally so as to drastically reduce future calls regarding the same problem. Yet, something which also frustrates me to no end, is that companies will ask you for feedback, when I always say, the customer service call is my feedback. Use the call to make improvements. Asking me to rate shit, is an asinine approach. Stop sending me multiple emails asking for feedback. The feedback is, I've already wasted enough time dealing with you and am not about to go through your boilerplate survey questions. How the hell these companies stay in business only has one answer. We have accepted low standards from them and for ourselves. One way we can fight back is, when receiving online feedback surveys, copy and paste portions or all of this and earlier messages or their URLs. Let 'em know that if they are unwilling to use basic feedback to fix global widespread problems, then feedback specific to your experience is definitely a waste of your time to report a second time. The first time being the customer service call itself.

Companies invest more money into automated customer call routing systems and automatic callbacks, rather than in solving the issues that generate customer service calls. Any company that has a high number of calls to customer service, is a problematic company, for instance, utility companies or any government office whose job is supposedly to help you. A high volume of customer service calls also means your website is not doing the work it should be doing. Your website is underutilized and poorly organized and not communicated to customers properly. Logins should only be required when absolutely necessary. We live during a time when most people have several dozen logins that must be frequently changed and used, or else, canceled, that then have to be reapplied for. Stop it already. Make login issues a priority to resolve so customers can do more self-service. Trust me, a great number of customers who call customer service would rather be able to do so online, but not through the equally mind-numbing back and forth live chat function. Live Chat is customer disservice doubled down and dumbed down.

In a well-ran healthy company able to withstand multiple climate changes of logic, any employee who has been there for six to twelve months should be able to handle any phone call or at least know exactly who to transfer you to. This information should be compiled and constantly updated to stop making customer, vendor and supplier experiences calling your company or dealing with your website the last thing they want to do after a freaking root canal. Yes it's that painful.

Customer Service should be ambassadors not assemblers. Due to their importance to company success, reputation, customer retention and customer referrals, customer service employees should be higher paid, better trained in problem resolution and given the power to do so, thus the necessary computer access. Because customer service is not higher paid, turnover is high, thus long-term experienced customer service employees do not exist. If the company is properly ran, they can afford to pay customer service more because they would need fewer of them if my recommendations, my free feedback is seriously considered.
Thus, out of all the people in the company, Customer Service should understand all the departments and contributing components of problems and how to resolve them in order to restore good faith in the minds and good taste in the mouths of customers.

In the absence of a capitalistic corporate paradigm shift, At Least:
1. The people who caused the problem should be the first ones taking the calls.

2. Divide customer service into routers, note takers and problem solvers. These should be the only three options on an automated voice system.

r 3. Have customer service people be able to clearly speak the language of the caller.

The sad truth is, I can use three hours to write, edit and post this message and it is still quicker than I can get through most customer service calls or get my problem resolved. What day of the week or time or day does anyone have to devote to customer disservice. This time abyss of no return, is an additional problem and reason why nobody likes calling customer service.

The basic reason nobody like calling customer service is because nobody desires or enjoys wasting several hours of their life in this manner. I'd rather watch paint dry or listen to Trump on his stump. This then, is why we are close to approximating Bizzaro World where everything is a dysfunction.

By The Way All You Companies, how about making more use of fillable, savable and updateable pdf forms? We are in the Age of the Internet of Things aren't we? Customer Service will never make anyone's list of Favorite Things no matter how long the list.