Is Customer Service Just Lip Service?

So often what passes for customer service – or is offered up as such – can be more aptly described as customer frustration or customer aggravation.

It’s a mystery to me why companies continue to do this. Maybe they’ve never been on the receiving end of their own “service.”

Recently I tried to book an airline reservation online. I tried several times and kept getting an error message (I finally rebooted my computer and this solved the problem – but not before an unnerving encounter with their “customer service” people).

I called and immediately got one of those automated screening devices that asked what I wanted and gave me choices. I was supposed to answer with the appropriate response after this female voice explained them.

Two problems with this.

First, their system wasn’t working properly and she only read one of the choices and then got upset that I hadn’t answered her question. Then her speech began again, this time with more choices.

Second, out of the four or five questions that I was required to answer – just to be able to talk to someone to find out why their system wasn’t allowing me access – she made me repeat my selection to most of them.

Imagine being rebuked by a machine because she couldn’t understand my answers. I didn’t even want to talk to her anyway.

* For more information about my consulting and coaching services visit my website stevehoffacker.com.