Friday, October 13, 2006

Policy VS. Customer...Customer loses!

Every time receive bad customer service I think...Okay not so bad...I can at least use this story in my class or my blog. Yesterday was no exception.

I called Cingular to find out why my son's phone wasn't working in Berlin Germany. The woman, "Patty" was helpful up to a point. She suggested that I tell my son to power his phone off and on. I was IMing him while speaking to her.

At one point as I was waiting for his response she said "I can't stay on the phone while you put me on hold. It is our policy." I responded "You are not on hold. I am speaking to you. I have to wait to hear back from my son." She repeated herself and I found myself saying things like " I am a REALLY good customer. I have three phones with your company, surely you should be able to stay on the phone while I get info from my son." Apparently I was wrong and she insisted that she had to hang up. I asked to speak to her supervisor and she managed to get my call cut off. By the time I heard the click I was furious.

I called back to speak to a supervisor and the woman who answered asked if she could help. When I explained the issue she apologized and I insisted that I speak to a supervisor (once again!) This time she stayed on the phone while she tried to find one. They were all in a meeting or hiding or something. She tried to get me to their voicemail ..Surprise surprise...It didn't work.

She said that she was going to leave a message and I should hear back withing 24 to 48 hours . Pitiful!!

Perhaps they really do have a policy that says that they can not be put on hold. Okay. But each employee should be empowered to make exceptions. One look at my record should have given me "special status".

However EVERY customer should have "special status". Patty decided that the policy was more important than the customer.

Look at your policies...Are you doing the same thing? Are you choosing to enforce a policy simply because it is a policy? Or are you choosing your customer?

You know what my recommendation is!

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