Comments (17)

By kilax, August 3, 2009 12:46 pm

I’ve had a myriad of customer service issues over the last year (and currently) that I haven’t mentioned here. Any extra time thinking about it makes me feel even more infuriated, so I try to avoid it.

But this weekend, Steven and I were sharing customer service horror stories with my mom, and it got us all thinking – what is the deal with people NOT returning business-related phone calls? Ever?

I don’t get it. I leave a message with my info, you call me back in about a day. It’s that simple. It’s a business relationship, and that is what I expect. Unless your message said you are out, and left another person to contact, I expect to be called back.

So why am I not? How do people get away with NEVER returning business phone calls? Why do I have to call back, again and again and again?

It makes me even more upset, when I am just trying to be an easy-going customer to begin with. It makes me more likely to turn into a difficult customer, and I don’t want to be THAT customer.

What has happened to good customer service? Maybe someone has a good customer service story to cheer me up? Or maybe you’ll just join in my rant!

Comments (16)

By kilax, April 9, 2009 5:17 am

Update on yesterday’s post: I realized that it was impossible for me to have a quiet day on a work day. In fact, I realized that being so busy at work is probably fueling a lot of my over-thinking and maybe a bit of anxiety. Today’s post is kind of related.

I decided my quiet day will have to be tomorrow (I have the day off) or this weekend. We have some fun activities planned – Farmers Market, baking cookies, running, maybe bowling – I should be able to find relaxation and calm!

I was trying to explain to Steven the other day that I think my new* job has made me more “vocal.” That’s not exactly the right word, but I’ll explain.

I am in more of a project manager position now. It’s not my title, but it’s what I do. I’ve been finding that I need to speak up a lot more lately, to keep things in the best interest for my company and our clients.

But I’ve found some side effects to my “vocality,” and I am not sure if they are positive or negative.

At work, I’ve been a bit short with a couple of people. I don’t want to go into much detail about that, but I feel like I should be nicer, and give people the benefit of the doubt… even when I feel like they really, REALLY have not earned it.

At home, I’ve been more “direct” when dealing with companies. I let the Nissan Customer Service department know exactly** what I thought of their service on Saturday. I told the Sun-Times I was canceling my subscription because they couldn’t get their act together. I argued with the dentist about why my bills are coming to my home in MY HUSBAND’S NAME when we don’t share insurance.

On the plus side, I feel good saying what I want to say and not playing any games. But I know I am coming off as a bitch***. And I don’t want to be the bitchy demanding customer, because Steven works with customers like that most days, and I see what it does to him.

But here’s the thing. I don’t want to waste any time. I feel more and more pressed for time EVERY day. I am struggling with it so much right now, and I think that has a lot to do with what I wrote about yesterday. So if I can cut through a lot of bullcrap by being direct and honest, why not do it?

I just need to sound sweet and nice. And – make it clear that I don’t want to be rude, impolite, or nasty. I just want to be direct and honest, and get to the point.

As a side note, there are a few personal relationships I have, where I wish I could be this direct and honest. Instead of playing their games.

I am really honest with my parents (and my husband, of course). I think about that a lot. They get the 100% version of me. Nothing’s fake. I tell it like I see it to them. I think I am too honest sometimes. But in my most important relationships, why not show myself exactly as I am? What would be the point of doing otherwise? Facades are too much upkeep and stress.

*Can I still call it new if I’ve been working there since 12/8/08?
**Yes, it felt good to tell them I went and bought an Infiniti after I left their showroom and crappy offer behind.
***Steven cofirmed this.