Just got off the phone with my satellite radio customer service advisor. All I can say is that there was zero customer service provided and the conversation ended with myself in possession of the same information I had prior to spending the time to call them. Customer service is not rocket science; it’s simply serving the needs of your customer. We understand that companies don’t always have instant answers and solutions BUT customers have to know that companies are in the pursuit of satisfying their needs , answering their questions, and finding solutions. Customer service took the wrong path a few years back with the “electronics” replacing “live people” answering the phones. This event eliminated any personal touch and set us on a course of endless menus and few answers. You can’t even re-connect with most large companies customer service representatives if you do happen to “find” a helpful individual. Can you name one major US company who does not use automated customer service? Not credit card companies, entertainment companies, electronic stores, retail stores and the list goes on and on!
All of us are being programmed to “fend for ourselves” in this increasingly impersonal business world. The worst part of the entire equation is that companies want you to believe this is “progress” and leads to improved “solutions” and “empowers the consumer” . I will let you decide if you buy into this thinking.
Failure to respond to customers (and may I state, in a timely manner) with the necessary information to address their questions and concerns, is a fundamental failure of today’s business model and its frequency is increasing. Maybe it’s a sign of the times- maybe there is no going back for many companies.
I am pleased with the fact that Haggard & Stocking always provides “live people” (yes real people with a heartbeat ) to respond to customer inquiries. We understand that your inquiry is important to your job at hand. Even more so we believe YOU are important. Customer service cannot just be words mentioned in advertising or posters hung on a wall. Customer service is a full time endeavor. Customer service has to be practiced and monitored until it becomes a part of companies’ DNA.
I will endeavor to discontinue conducting business with those companies who fail to address their customer service shortcomings (if that choice exists)…….
Kevin Burnett, Executive Vice President