Is it me, or is customer service dead?
After waiting for over 30 minutes to speak to a Baby’s R Us online customer service representative --about the fact that they delivered a scooter instead of the diaper pail that we ordered--I was told that they couldn’t find the order number that they had previously e-mailed to me in the order confirmation. The woman insisted that the order number that I read off the confirmation (several times) did not exist.
I just completed a trip to Blimpie’s where the man making my sandwich took a break from doing so in order to answer his cell phone. Did he tell the person on the line that he was with a customer? No. He took the call. After a five minute conversation, he returned to my sandwich.
On my last three consecutive visits to Publix, they didn’t stock the soft drink that I usually purchase (Diet Coke - Lime). I finally spoke to the clerk at the customer service desk to ask if they still carried it. She thought I was frustrated that I was missing a sale and offered to write a rain check. I couldn’t get across to her that I didn’t know or care about a sale; I was just frustrated that they don’t have the product on the shelf. Did you stop carrying it? “No.” Then why isn’t it on the shelf? “We must be out of stock.” But why have you been out of stock for two weeks? “I don’t know. We should have it the next time.”
I’m sure that if I thought long and hard, I could find examples of great customer service. But it seems that a day doesn’t go by, especially during the holiday season, that somebody goes out of their way to convince me that customer service is dead.
Since misery loves company, I’d love to hear about other customer service nightmares. Or since it’s the holiday season, feel free to console me with stories about your more pleasant customer service experiences.