Customer Service

Because my job also has me working partly in Customer Service, I have high expectations to any service I receive. I will try to keep in mind that the person on the other end of the phone is NOT responsible for whatever my problem is. I will say things like “please” and “thank you”. Basically, I will show them respect.

I know – first hand! – how frustrating it is to work in this field, so I give a LOT of leeway to the representative or agent I am working with. I also, if the situation warrants, will call to PRAISE the rep that I dealt with to his or her supervisor.

There is absolutely NO reason for ANY rep to get bitchy with me. I remain calm, even if I am not getting the satisfaction I am looking for.

So now, I rant:

I called the power company because the power went out all over my apartment complex. All business and housing AROUND my complex was still operational, but I was in the dark. I checked with neighbors, same situation. I called, and after a long time on hold (to be expected in this situation), I spoke with perhaps the rudest rep ever! She was antagonistic from the get go. She spoke in a short, tight manner as if I was a child and understood nothing.

I usually try and find fault in my half of the conversation for the attitude of the rep to which I talk. Yes, I do lose my temper every now and again. Frustration can only be checked for so long. But this time, I did nothing wrong… honestly!

I got her name and proceeded to inform her that I was only calling to make sure that someone was aware of the issue and, if so, see if there was an estimated time to restoration of power. Her flagrant disregard for civility and manners is a prime example of why her company is losing customers left and right to smaller companies. That and the ridiculous rates they charge the customers. She began to snap back and I interrupted her, telling her that she was not worth the time or the energy it would take to argue with her.

I hung up and immediately called back. When I got another rep, I asked for a supervisor. She tried to assist, but I refused to talk to her or anyone else that wasn’t a supervisor. I did this in a very calm and rational tone. When the supervisor came on, I explained the situation fully and calmly. She said she would speak with the rep and pull the recording of the conversation if there was one.

Will she do it? I don’t know. I really don’t care. I just want to make sure that I, the consumer, am heard.

I advise ALL of you reading this to stop taking poor service. Demand professionalism and respect.

This is ESPECIALLY true for waiters and waitresses. If I get poor service, I tip poorly. I generally start at 20% and the level of service I receive either raises it or lowers it. If I feel that the service I received was truly abominable, I will leave only what coins are left after the change is returned. Conversely, if the service I receive is spectacular, I will (and have done this this very week!) leave as much as 50%. I do not care if you’re counting on my tip; I reward good service and refuse to reward bad service. Want a better tip, provide service worth it.

Gratuity: 1. a gift of money, over and above payment due for service; tip 2. something given without claim or demand.

Where, in that definition, does it say anything about tipping being required? We, the customers and consumers, have the power to change this state of affairs. We can, but only if we stop rolling over and taking what is given to us.

Where you see a cane, I see a crock.
Where you see a crowd, I see a flock.