You know, I do know a thing or two about customer service. Really, I do. Plus, let's face it, this hasnt' been a very good week for me. Put that together and I think I feel a bit of a rant comin' on. Brace yourself - she's typin' mad.
Friday morning my handy dandy lawn guy was here. I stepped out to give him his check and we take a moment to walk the lawn. I noticed it's really dry.
After further inspection we see where the pipe to my sprinkler system is broken AND a wire to zone two has been cut.
Well, shit.
I call the telephone company, as it had to have happened when they ran the wire for the extention in the office. I explain everything to them.
**Let's just tell you - I talk exactly like I write. When I'm working on a problem I do the whole "list" thing. 1) when you ran the line on June *$ a pipe and wire were broken. 2) no water on front, back or south side of house. 3) WHAT DO I NEED TO DO TO GET THIS FIXED? (this is the key question here, and one I always end with.
Just tell me the rules, tell me what I have to do and I'll get 'er done.
So this morning I'm sitting here reading and the phone rings. It's the phone company saying the problem is fixed and thank you very much.
What?
I go outside - yes, hole still in my yard.
Turn on sprinkler system - no, still not working.
Fixed My Ass.
So I call the phone company repair line.
Guy won't let me get a word in edgewise (and that's saying something)
Finally I listen to him, let him finish and ask if he would now please take a moment to listen to ME, as I'm having the problem.
I then repeated the converstation from yesterday. He interrupted me. I asked him to please be quiet and let me finish. He does. Then he explains that the ticket entered never mentioned the broken sprinkler system, they don't fix them and then went on to explain how I need to get this handled.
Well, hell. That was why I called yesterday. I told him I'm leaving town on Tuesday, need to hear from the supervisor telling me how to bill this out no later than Monday 3:00pm. Asked him to repeat what I said, and then said it sure would be nice if everyone in that department would take a class on listening and customer service.
Hmm....maybe I should have waited for my coffee to finish brewing before I made that call. Think?!? Damn customer service people anyway.
Posted by Tammi at July 24, 2004 09:55 AMGo get 'em, Tiger.
Posted by: Jim at July 24, 2004 11:00 AMMy pet peeve is bad customer service. I have stories [boring, but they're mine] about GOOD customer service; that's how important it is to me.
After going through stuff like that I now have two rules: log everything and be sure and get names...
Geez, I hope you can get through to SOMEone with half a brain over there... :/
Posted by: pam at July 24, 2004 11:07 AM[throws raw steak in Tammi's cage]
By the way, I really like your ending question:
"WHAT DO I NEED TO DO TO GET THIS FIXED?"
That's right up there with my personal favorite, "Who do I need to talk to to get this fixed?", and is probably the perfect line to use once you get the "who".
Posted by: Harvey at July 24, 2004 11:08 AMGood on you! There is no reason to hold back! You weren't rude, just factual!
I actually have stories on good customer service that I like to tell people because it is of the utmost importance to me. I actually do all my shopping at certain stores because of good customer service I have received. I refuse to work with those who cannot provide what I need the way I want it.
Posted by: Boudicca at July 24, 2004 07:19 PMI have learned more in the past couple of weeks and months of how to use my voice than I ever did before in my years on this planet.
Quite frankly, if I have to go over step by step what needs to be done, then you obviously aren't doing your job and need someone to hold your hand and lead the way.
And if that's the case, let me tell you...You're not going to like how it comes out and you're gonna get it done! I've rarely had to raise my voice. I believe whisper is the best response to a shout and quiet to a rant. But when it's my turn to speak...Katey bar the door, cause someone's gonna walk away with a limp. And it ain't gonna be me!
Go get 'em tiger! I got your back and the bat! :D
Posted by: Lee Ann at July 26, 2004 08:29 PM