This morning, I opened my web browser and one of the articles posted was about Customer Service. Here is the list of the worst according to MSN Money’s second annual Customer Service Hall of Shame.
AOL
Comcast
Sprint
Abercrombie & Fitch
Qwest
Capitol One
Bank of America
Time Warner
HSBC Finance
Cox Communication.
This is a subject I know a bit about since my personal career has involved various forms of customer service whether on the phone or face to face. I unfortunately had the “pleasure” of working at Kinko’s in probably one of the most obnoxious places in the world, Miami Beach.
So I looked at the list and, I must say, I’ve experienced some of these companies customer service practices first hand. AOL? Certainly. But I found them to be reasonably helpful in a short period of time. Capitol One? When you get someone on the phone, you know their outsourced to India. I had to give up. They didn’t understand me, I didn’t understand them. I ended up getting mail telling me what I already told them. Time Warner Cable? By the time I got someone on the phone, I didn’t like the answer they gave me. Do you know if you’re a business with cable service, only, it cost’s more than residential. Not only did our company receive a higher bill, we also had the music channels disconnected. They decided that they would charge more, on top of the increase, for that service.
I did find it interesting that among mostly financial and communication companies, Abercrombie and Fitch were listed. I didn’t really see a reason pertaining to their actual customer service practices. There was discussion about discriminatory hiring practices, child exploitation in ads and over sexualizing preteens. I personally never went into an Abercrombie & Fitch store. I take a size 36. I don’t think they carry that.
Being on both sides of the fence, I’ve realized something about dealing with customer service. First, you have to be calm. Second, you have to be smart. No one likes phone trees but most companies use them in order to discourage customer complaints. If you feel you need to get a human on the phone, hit that “0” or “#”. But that doesn’t always work. Neither does screaming “REPRESENTATIVE” into the mouthpiece. I then suggest searching online for a better customer service line. Type in the company and “customer service direct line”. I’m not saying this will be the answer to you’re prayers, but it’s what I mean when I say you have to be smart about it.
When you get someone on the phone, you may as well be as polite as you can. Realize that if you’re that upset, that person answering is probably not going to be able to help you.
Wow, I guess I painted a pretty bleak picture. If it gets that bad, stop dealing with that company. Transfer your balance, use a different communication service or buy your cargo pants somewhere else.
IT Computer Support of New York knows this all to well. That’s why we have made it one of our strongest points to HAVE AN INTELLIGENT HUMAN BEING ANSWER THE PHONE. The only time you’d get a recording would be during off hours. It really makes a difference. We constantly get complimented on how polite our phone personnel are and how quickly we get the right person solve our clients concerns.
I know. You feel like all these companies want is your money, no questions asked. You’re right. But at least you know there is at least one company out there where exemplary customer service is in the forefront of their mission.
IT Computer Support of New York.
- Lenny Trinceri
IT Computer Support of New York
General Manager
212-242-2949
