Saturday, May 31, 2014

Things that are most likely the devil?

Need a yeti? Source
In 2011, Time magazine did a comprehensive study on customer service satisfaction: it revealed that at least 1 in 2 people have a story to tell about their own personal customer service HELL. I have a new one but instead of leading me to hell it led me somewhere "colder."

Which of the following occurred when I recently called customer service after I discovered debit card fraud? (Spoiler: it’s all of them!)

a. Choose from among these six options.
b. Choose from among these four sub-options.
c. Remain on hold for 15 minutes. 
d. Informed that this office cannot help because they process only lost or stolen cards, not card fraud. Huh? 
e. Redirected to another office.
f.  Repeat.
g. New office can’t help either. Redirected back to the original office.
h. Repeat.
i. Original office wants to know: who gave me this number?
j. No words. Asked for supervisor. Similar "can't help" message. Told that only credit cards are processed through their service. Debit card can only be cancelled by bank. Bank closed. No emergency number. (Already knew that but still incredulous: not acceptable.) Respectfully asked the representative if HE would be ok with leaving  HIS bank account vulnerable to a criminal with a bogus version of HIS debit card accessing ATMs in New York all weekend. New flash: Nope. He wouldn't. But he still couldn't help. 
k. Cry out to the sky.
l. Phone random office numbers at bank branches like I’m playing Ding-Dong-Ditch.
m. Office closed, directed to voice mail.
n. Next. Repeat. Office closed, directed to voice mail.
o. Next. Repeat. Office closed, directed to voice mail. 
q. Scotch.
r. Next. Repeat.
s. “Hello.”
t. Confused, momentarily forget why and whom I called.
u. Person revealed she is not officially at work but she will take care of the problem.

WHAT? YES! And that, my friends, is how I found the YETI of customer service! People: never give up. If you search hard enough, true customer service people really do exist.  


Rubye Jack said...

Sorry, but I still have my doubts. :)
Regardless, I'm glad you finally found a person and a kind person at that.

Antares Cryptos said...

Laughing with you.
By the letter t, I've usually given up.
They're on to us. We need new arguments for the next call.

Antares Cryptos said...

Well done, Sir.��

CLR said...

Good gosh, a nightmare, indeed.

Not only the debit card issue, but that phone calling mess is the bane of my existence.

Glad you got it worked out, and a thousand eternal blessings on that worker that took the call.

Vinny C said...

I think, with all the control exercised on banking staff by upper management, getting a customer to cry is one of the few small pleasures they actually get to enjoy. A way to feel like they still, in some small way, have some power. I used to work in a bank so I'm speaking from experience.

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