Poor vs. Quality Customer Service

One thing that easily frustrates me is poor customer service, especially if I’ve been a longtime patron of a business. You know when the phone is the only way to make contact and you have to go through a “press or say this number” menu and hope that you’ll finally get to speak to a real person?

This recently happened to me with a company I’ve been doing business with for over 5 years. I’m not sure what was worse – the need to make numerous calls, the robotic answers I finally got from their reps, or when asked to speak to a supervisor, being disconnected. It felt like I was falling down a rabbit hole. The whole situation was exasperating because there was a simple solution if someone would just listen to my problem and deal with it sensibly. What happened to their customer service?

I was hoping that this company worked with Global Response because they provide quality customer service via call centers, chat, and email. They train their employees specifically for the brand they’ll be working with and conduct quality assurance measurements of employees. They’ve been in business for 37 years. So they are doing something right.

After two weeks, I finally got a call back from a supervisor who took care of my issue. The bill had already gone to collections and I felt like switching to a new company after this disastrous customer service encounter. Because I was given credit and some extras I’m sticking with them, but if anything like this happens again, I’m gone.  And I’ll be on the lookout for company that makes use of Global Response’s contact center which gives me the options I want and the customer service I deserve.

Image Source: http://www.sxc.hu/photo/1070268

Disclosure: This is a sponsored post. All opinions are my own. This blog uses affiliate links.