Sorry, (insert company name here), but your phone-in customer service sucks. The world is filled with people whose main focus is more on getting to their kid’s soccer game, meeting buddies for happy hour, getting home to let the dog out, rushing off for groceries to beat the crowd, etc. than it is focusing on their job as a customer service representative. I can think of very few times where I have had a decent customer service experience in the last 5-6 years.
After my usual procrastination of delaying the inevitable call and finally phone in, there are always high hopes of this being the conversation that will prove me wrong. I will have accomplished something today. It will be fine. First, the god’s are smiling down on you if the person speaks understandable English. The hope of a pleasant experience is almost certainly going to go downhill if I can’t understand them. Mostly I’ve found the person on the other end of the phone is half listening to what is being said to them. They have taken on the presumptive attitude of whatever you’re saying to or asking of them they’ve heard before, and you cannot possibly have anything to say where they care anything at all past the talking points they’ve adopted. After all, I am taking up their precious time. The bean counters are giving them call count and time per customer targets. The goal is to just get me off the phone as quickly as possible.
It seems no matter what I need nearly without exception the request is grossly mishandled or the result is incompetence displayed in all its glory. I can’t even begin to recount the absurdity of most interactions I’ve had with seemingly brain-dead staff whether the doctor’s office, insurance company, benefits resource, social security, pharmacy, satellite company, bank — it does not matter.
Indifferent airheads rule the day. This has turned into a country of Mrs. Wiggins from the Carol Burnett Show only this time I’m not laughing nearly as much… Sandy