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View Diary: A customer service reality check (73 comments)

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  •  Late 90's eh? (1+ / 0-)
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    BachFan

    Yep. The first thing that popped into my head concerning this diary was that this problem has been going on way longer than the recent Great Recession. As I recall, customer service started slightly sucking back in the late 80's. By the late 90s it was all but non-existant, having largely been replaced with "if this, push 1, if that, push 2 NOW."

    Still there are situations that simply don't lend themselves to push 1, push 2, and therefore require actual human beings. And that's where the "hey all they have to do is anwer the phone" mentality of corporate MBAs came into play. First we off-shored the jobs to India until enough customers started bitching about not being able to understand what the customer service reps were saying. Then it was Mexico. Now most of the jobs seem to have returned to the good old USA, but has service improved? Not much.

    Thanks to this diary I now understand why.

    My phone company is one of the worst. Every time my net connection went to hell (which is often enough to be annoying) I'd get some kid whose basis of expertise obviously came from RPGing on their own comp.

    I found a little out-of-the-way FB post by a former employee who revealed most of the reps came directly out of McDonalds with no further training at all. I actually had one tell me the company didn't support my OS and I needed to upgrade - even after I told her I'd been online just five minutes before! Didn't phase her a bit. Obviously my system had crashed and I should go out and buy a new computer.

    This company finally understood their equipment is for shit a year or so ago. Now when the connection fails we're back to "push one, push two." The connection is reset and presto - you're online again.

    Meddle not in the affairs of dragons... for thou art crunchy and good with ketchup.

    by Pariah Dog on Mon Oct 28, 2013 at 05:11:17 AM PDT

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