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July 17, 2007

Tues. morning musings…

Filed under: Morning Musings — jackie @ 10:01 am

Good morning readers.

Yesterday was another hot and humid day here in Hampton Roads and today is supposed to be even hotter. 

This week I am busily working on books to take up to the art coop that I am a member of next week as I’ll be there putting in some work hours.

I’d like to step up on my soapbox for a minute.

I’d like to know whatever happened to common courtesy when it comes to customer service? Like addressing someone with “Dear Ms. Customer” or “Dear Customer”? Remember those sample letters we had to write in school during our lanquage classes? Do people not use those anymore? Has email and the Internet made everything so impersonal that sometimes people forget there is a real human on the other end?

Most of the time I get decent customer service from brick and mortar as well as online stores. When I am paying someone for their product or services I expect to get treated with some degree of professionalism when they or I have an issue that concerns their product or services.

I also understand that some customers can be rude and obnoxious prompting the customer service rep to get defnsive but I try to be civil and polite even when I am angry or upset about something because you def. get more bees with honey than with salt.

To make a long story short I recently had an email interaction with the customer service department of an Payloadz, an online service company, about a misunderstanding of one of their joining benefits and never got any responses to any of my emails that were not terse or cryptic or both.  I was never addressed with a “Dear Customer” and the person I was dealing with never even signed their name. The whole time I felt like I was dealing with a 12 year old not an adult that is supposed to be there to help his or her customers. (You can read the whole interaction at the link above.)

My point being…don’t talk yourself into thinking that you are only one person and that there is nothing you can do if you get bad customer service. There is something you can do. One voice can be as loud as thousands. Let someone else in the company know that you’ve gotten bad service and take your money elsewhere. Because as the old saying goes…”money talks”.

Here’s a great article on customer service from a business owners perspective. It’s also from the guy that owns the software company used by Payloadz to track their helpdesk emails. Maybe this guy should educate them on how to provide good customer service.

As far as my issue, I don’t expect my last email to get a response or to reach anyone other than the person I have been dealing with all along but at least I feel like I made my point very clear.

Stepping down off of my soapbox now.

I hope everyone has a great day.

• • •

2 Comments »

  1. Good customer service does go a long way. I would have interpreted $0 sales as meaning that you would not be charged for the first month. The real problem was in the attitude. I definitely feel as though you were not treated with respect. Thanks for sharing.

    Comment by Terri — July 17, 2007 @ 10:40 am
  2. Terri,

    Thank you for your comments.

    I put the link up for people to look at not to get validation that I was right in how I saw the situation but as an example of what I feel is really bad customer service.

    Jackie

    Comment by jackie — July 17, 2007 @ 12:19 pm

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