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Customer Service
By Arthur Webster of Ask Old Coot
Have you noticed how every time customer service is 'improved', it gets worse? I have been with an online payment organisation (I don''t suppose I can name them but they have two ps in their name) for many years but they have recently improved the service I receive. The net result of this improvement is that I get a lot less service and am driven to distraction by their automated answering system that does not have a category for my problem. What I need is to be able to create payment buttons in English so that the visitors to my web sites don't have to go away trying to work out what 'pagar ahora' means. My sites are in English, my natural language is English, the people I deal with are English but as far as my new, improved service is concerned - I can go and whistle. I live in Spain and Spanish is what I will now get! All communications from the payment organisation are in English but their web site is in Spanish. Their telephone system has a hundred options until it decides you can't be helped because the help you want does not fit into any of their 'tecla numero uno', 'tecla numero dos' and so forth, categories - so it hangs up on you. It is impossible to speak to a person! I have sent emails (strange, but I do have the option to send them in English - as long as I tell them) and am awaiting a response but am I the only person who is sick and tired of everything being dehumanised, automated and destroyed? It seems that even smaller businesses are now automating some of the customer service(?) functions to the detriment of customer service. |
I only want a simple answer!
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Holy crap on a bun!!!! I finally agree with you 100% If you call the customer service department at Art of the South, not only will a human answer (during business hours)...but you probably will have the owner answering.
CONTRIBUTOR'S REPLY
Woah! Jim, You'd better find a cool, dark room and lie down! Agreeing with the Old Coot can be bad for something or other:D
You better watch out Old Coot - the next step to improving customer service is to remove the automation and insert 24 hour customer service reps. Did I mention that they'll only speak Hindi? And they'll only know how to answer questions by reading a script....no deviation from the script is allowed or they self destruct. - Oh, wait, that's Dull Computers service!
CONTRIBUTOR'S REPLY
Credit cards and others also 'outsource' customer offence to places like India and Pakistan. In these days of VOIP it can only be because they hate their customers but love their money. Mind you, in England, many customers would find Hindi quite acceptable and they will get 'proper' service. the Race Relations Act means that only white, British born customers can be abused.
Press 1 for my first comment Press 2 to hear my funny comment Press 3 to speak to my dog Press 4 to listen to 2 again I pressed 5 for my rating for your Intel
CONTRIBUTOR'S REPLY
Hmmm. Spend a lot of time on the 'phone, do you?
In these days of recession you`d have thought that companies would have been doing all in their power to keep hold of their customers. That isn`t usually the case though, sadly. And don`t you just love those phone options where you have to go through "press 1 for..." etc only to find at the end there is no number for your particular query!
 | | odls Feb 23, 2010 04:36 | |
CONTRIBUTOR'S REPLY
Well, odls, it's humble pie time for the Old Coot! Against all my expectations and previous experience my account has been translated into English! I still don't like the difficulty in getting to speak to someone but I must give profound thanks that customer service has been superb in this case.
Oh how I HATE automated answering systems. Some of these new and improved systems even call YOU. Eeesshhhhhh... (That's a technical term.)
CONTRIBUTOR'S REPLY
Ah, yes. Telefonica who supply my telephone and internet connection have automated calls so that whenever I dial out of Spain I receive an automated sales call advertising their 'cheap' service. I recognise them now but it took a while to realise that I was listening to a recorded message.
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