The other side of the coin is when rules pervade and authority to make a decision is only for a select few and they are never available. These type of occurrences I have defined as “company service.” The company has predetermined how the process is supposed to work and the customer situation does not matter. Even worse if the situation does not fit into the cookie cutter formula, then the customer is out of luck in obtaining a remedy.
Why would a company set up a customer service department that could not help the customer? Why not provide training to the person on the phone to resolve problems versus just listening and then putting you on hold for an extended period and if they come back they tell you we cannot do anything about your situation or they say “my supervisor will call you back within 3 days” and then nothing occurs and you have to start all over again. UGH!!!
Let me give you an example. I received a bill from a gas company (who will remain nameless) which had my address but a business name on the bill. I called the gas company immediately and explained the situation to them. The service rep said that is the address we have on file. I asked why I never received such a bill ever before. She said “I do not know but there is nothing I can do. You need to pay the bill or we will turn your gas off.” I was caught between a rock and a hard place. I asked for a supervisor only to be told there is nothing they can do. You need to do as I say. I repeated my request to speak with a supervisor which resulted in my being put on hold for 25 minutes and then the rep came back on the phone and told me the supervisor was busy and would call back in 72 hours. Needless to say no call came. I mailed the bill back to the company and have heard nothing.
I have labeled this type of service company service. All that matters is the company and their rules. There is complete disregard for the customer. The company is always first. It is no wonder switching of providers is so prevalent in business today.
Remember you usually have a choice – only deal with those enterprises that truly value their customers.
