Friday, July 21, 2017

Customer Service Meltdown

"You know what I have noticed? And this is really sad. 
Flying first class is less scary than flying coach. 
They speak to you and they're so nice to you and they want to help you... "   
                                                                                                          Hope Davis*

My AT&T saga continues. I have received multiple AT&T bills for my upgraded bundled internet/telephone service. I dial their 'Customer Care???' center and speak with someone in the Philippines. After 20 minutes on the call with no resolution, my 'evil twin,' Brunehilde, takes the reins. Not a pleasant scene. Tomorrow we'll try again...

Afterward I went online and googled 'helpful tips for customers calling off-shore call centers.' Rather than helpful tips for customers; what came up were helpful tips for call center employees to deal with irate callers. What also came up were youtube videos making Brunehilde sound like a saint. As I listened to one of the youtube calls (Customer Service Meltdown) – it made me laugh, it normalized my own frustrations, and made me see a part of myself that is difficult to embrace and accept.

It goes back to a basic need we each have that is to feel 'seen, heard and understood.' Technology has made many things easier, faster, more efficient – yet, I believe, it may also be damaging our humanity toward one another. 

Technology alone is not to blame. Corporations code of ethics today is 'profits over people.' When people become secondary to dollars – humanity definitely takes a back seat... This has created a ripe environment for the selling of luxury... So next time you want to be treated like a valued customer --  purchase that first-class airline ticket, stay at that five-star hotel, visit that five-star spa and you will not only feel 'seen, heard and understood' but be made to feel 'extra-special' as well...



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