CUSTOMER SERVICE?!?!?!?!?
The internet is a wonderful thing. You can find anything you could possibly ever want or need. It’s a great tool for businesses to reach their customers, HOWEVER……..
I recently had an experience that really took the cake. The Boss asked me to find a new place we could buy the photo holders that we give to our customers, unfortunately the previous place has gone out of business. We buy a case at a time.
I called the manufacturer and they gave me the name and phone number of a place close to us, so what did I do then, of course?
I Googled them.
I went to their website and they did have just what we needed. So, I called them. I needed to know the price of the product we were interested in purchasing and maybe an alternative.
When I called I got a recording telling me what number to push for whatever department I needed- this was easy enough, so far, so good. My call was answered promptly and I explained (in great detail) my dilemma. I was told I HAD to sign up online to receive any pricing information. Let me repeat that. I was speaking to a”CUSTOMER SERVICE REP” asking, nay almost pleading to spend money with this company and I was told that she “could not help me over the phone and I had to go back to the website and register”. I saw this feature on the site when I was there the first time- The process takes up to 24 HOURS. This “Customer Service Rep” had me on the phone wanting to buy her products and I was shooed back to the website- WOW!
If I didn’t want to talk to an actual person- I wouldn’t have called.
Have we forgotten how to speak to one another??? I cannot imagine if Rachel aka “The Boss” heard anyone of us telling a customer “I can’t help you, you need to go to our website.” They wouldn’t be employed here long enough to hang up the phone.- Thank Heavens!
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