I Feel A BLOG Coming On

August 22, 2007 at 5:58 pm (blogging, customer service, soapbox)

You know the feeling I’m talking about … the event, cirmcumstance, or just plain soapbox that makes the little voice inside say something on the lines of “I am so blogging about this”.  I try to resist that voice when it’s just a soapbox … I can tend to be negative & sometimes it helps to get it out & move on then other times it just makes me dwell on it & get more negative.   I’m not sure which side this one is on, but I’m going to blog about it anyways!!

I hate poor customer service!  This week I’ve been surrounded by it.  It all started when I tried to place an order but it was on backorder.  The Customer Service Rep couldn’t tell me when it was going to be back in stock (or wouldn’t) so I asked to be transferred to her manager.  I had to leave a vmail for the manager (not a good sign & makes me more upset) … that was Monday AM – I’m still waiting on that return call.  So Monday afternoon, I sent an email to that Manager’s Manager … I’m still waiting on that reply too!!!   The apple sure doesn’t fall far from the tree on that one!!

Then today, I had to pick up an order I was having engraved.  It was supposed to be ready yesterday.  Today, I’m told “she’s starting on it now, it will be about 20 mins”.  20 Minutes is not a big deal for me (it is a very big deal however for the little guy that is stuck running errands with me)!  My frustration though is that it was supposed to be ready yesterday & I’m sure she ‘just happened’ to start on it only because I ‘just happened’ to come pick up my order!!

So during the 20 minute wait time, we (me & the little guy) trucked over to your local superstore to pick up a few things & develop some digital prints.  Of course the Kodak machine is not reading my card, so the employee directs me to the 1-hour machine (which is fine b/c I now have an extra 20 minutes to waste anyways).  Except as I’m printing off my receipt I overhear the employees tell another customer that the 1-hour developing is down so it will be late afternoon before they are ready … now why in this world did the employee not tell me that before I got started … it was down for a scheduled repair & had been so all morning!!!! 

So I continue in the local superstore picking up the remaining items I need as the little guy informs me he needs to go potty.  I’m not sure where the restroom’s at, so I ask an employee … our conversation goes something like this:

Me:  Excuse me ma’am (who is stocking shelves), where is the closest restroom.

Employee Stocking Shelf:  (No Kidding) … It’s down there. 

Me:  (what I wanted to say out loud) … Oh down there, well that certainly clears that up since this store is huge & we’re in the very middle of it!!!!

Me:  (what I actually say) … down where?

Employee Stocking Shelf:  Right past the shoes, take a left.

No how hard was that to begin with!!!!

Now I am a firm believer that the customer is NOT always right.  But I’m also a believer that the customer has plenty of reasons to doubt the employee!  Sometimes I think it’s a personal issue … that it truly is just hard to find good, competent help.  And then alot of times I think it’s a company issue … that wether they find the right person or not, they just don’t do a good job training people. 

I’m not asking for much; I would just like the employee at the check-out line who hates their job to smile & say hello, the customer service rep over the phone to provide accurate information in a pleasant voice & most importantly for the employee at the fast food window to give me my darn straw!!!

 Whew … I *think* I feel better:)

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