Have you ever had a bad customer service experience? Of course you have! Who hasn’t these days? In today’s corporate environment profits are frequently the only motivation for most companies. Honoring promises made to customers, ensuring customer satisfaction, or even treating customers as human beings is rarely a factor in the consumer experience.
I recently signed on with Rogers, a communications company. I based my purchase decision on a promotion they offered only to find that the promotion had not been honored when I received the substantially higher bill a month later. So, I called the company and spoke to Bradley, a “customer service manager,” who assaulted me with apathy after making me wait on hold and on the call for an hour and a half. “I am not prepared to do anything for you to resolve the situation” he indicated over and over again. I was appalled and disgusted that this corporate giant felt it was their right to promise the world, deliver so little, and charge me substantially more than I agreed to for the “privilege” of being their customer.
At first I was outraged, and then I started thinking that perhaps it’s time that we, the collective consumers, take a stand against horrible customer service by expecting nothing less than what the companies agreed to when we purchased from them. So begins my quest for a better customer service experience and to actually be treated like a human being not only while making a purchase, but also if the product or service fails to deliver on the promise.
So, I’m asking you to join me in my quest for better customer service, in a mission I’ll call Occupy Customer Service. I’m not suggesting that you engage in rage or other less-than-productive behaviors, but rather to stand up to companies and hold them accountable to their promises, their guarantees, and their claims about their products or services. If we all stop accepting poor treatment and lousy service, perhaps eventually companies will realize that we, the customers are their greatest asset. Perhaps there will be a return to the wacky notion that happy customers beget more happy customers. Perhaps treating customers with respect, honesty, and dignity will even become a trend? Perhaps we’ll even return to the ideal of treating others as we wish to be treated? Outlandish!
So, how do we occupy customer service? Keep reading to learn 10 ways…