In the past couple of weeks I have had 2 major confrontations (prolonged discussions) with customer service personnel - as they called themselves - at 2 different large businesses. As you might tell by my general tone, they were not helpful and did not provide a service.
What ever happened to the customer is always right? Has it become the company is always right?
The real kicker for me was after long discussions with more than one person at each place, I asked for something to be done that I thought was a fair resolution to the issue. I was told "Oh, we can't do that." I chuckled because I know that they have done it in the past. So I corrected them, "You can do it, you just mean that you won't."
Apparently semantics is not a strong suit in customer service. Their consistent refrain was that they "couldn't" do it. What they really meant is that they wouldn’t do it and that they had no interest in my opinion or position – or even if I continued to business with their company.
Pity. Policies should be a guideline, not an absolute answer to every issue.
* For more information about my consulting and coaching services visit my website stevehoffacker.com.
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