Ugh! Customer Service
An Aquarian Journal Rant
I’ve had it up to my freakin’ eyeballs with Customer Service! Or Customer Support, or Customer Care or whatever ridiculous moniker it’s given. It’s all the same, and means little. No matter what it’s called, I don’t feel like any more of a concern to the powers-that-be than I would feel talking to a rock. Actually, I would probably feel better talking to a rock, as my expectations would then be met.
And now it’s even worse. It seems that many companies have turned to using only chats by computer or mobile to provide a means of support for their clientele. There is no way to even contact a human! When I reach out to some form of Customer Service, it’s because I’ve already made every attempt to fix the situation myself and it hasn’t worked. I’m frustrated and desperate for help. The last thing I want is to explain my issue several times to some A.I. human poser just to receive some generic answer from the FAQS document, which has already failed me, or, even worse, telling me they can’t help me! So now my emotional state has escalated from frustration to rage and I am searching for the cancellation procedure. Oh! But I can’t cancel without paying an exorbitant amout of money even though I’ve been treated unfairly, wasted my time, can’t use the service properly and have no recourse to resolve the issue.
Having worked in the area of Customer Service, I understand it can be frustrating on both sides of an issue, but what’s happening too often now in the name of Customer Service is a completely different animal, and abysmal. It’s a terrible way to do business and expect to thrive.
It’s gotten so irritating to me, that now a company’s availability and procedures for dealing with customers has become a factor in making decisions about using certain services. I may go with a different “provider” or just plain go without the service altogether.
I’m not against technology. I actually prefer doing my interactions online: really, I do! I am all for automation for speed snd efficiency, but for the Love of God, provide a choice for human contact, and make it not be generic!
If you want my business, give me a reason to feel some loyalty. Give me a reason to stick around and feel okay with handing over my money.
Instead, the treatment of customers often feels like we are nothing more than a revolving door of payment providers, easily disposed of and replaceable. Personally, I would rather stick with a provider of a service to whom I’ve been a customer for a length of time, where my loyalty is appreciated, and I feel valued. These qualities are becoming increasingly rare, and make potential and longstanding customers alike, reconsider giving their business to a provider who takes them for granted.
I am giving more-and-more of my money in order to receive and retain services. Such is life, but gaining customers equates to providing them good value for their money and loyalty. Making people feel undervalued and under-served is bad for business in the long run. But that would require caring about what happens in the long run, as opposed to making the fast money offered up in gaining new customers to replace the old.
The solution?
Let me engage with people who appear local, not reading from a script, have the ability to pass the customer to higher-ups if needed and have an authentic, caring persona. These are the things that will retain customers, or even earn more customers, as this way of treating people and making them feel valued, has become a rarity in big business.
Thank you for reading! Comment your take on dealing with Customer Service?
About the Creator
KJ Aartila
A writer of words in northern WI with a small family and a large menagerie.
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Comments (18)
Hi KJ- this person plagiarized you, and it has been reported. He stole one of Jim's and that's reported, too. Still checking the other content. https://vocal.media/journal/ugh-customer-service-371qr0tu1
I surely can relate to your story.
All truth there in an industry that just wants your money. The facade of care and service suffices for public image but what really bites are the human components propping up non-existent help for upper level management who rarely if ever have to see frontline service and the cost-effective decisions from the public end. It ended for me when the policy of my cell phone company provider required payment for more than a 15 mins period to converse with staff about a phone issue.
Congrats on top story
This is so relatable! The authentic personas are important parts of customer service for me too. I am working at my current job partly because I loved the service I experienced at the business. Getting to be part of that really appealed to me. (It’s also a tea shop with a tea room, and I adore tea lol). I also go to a local gelato business because the staff are always friendly and kind (and the gelato is phenomenal). Strong customer service can truly be a game changer for a business.
This Felt like being at a board meeting where the topic was how do we keep our customers. You hit on a lot of good points a business could practice if they don’t want to lose customers. But how are they ever going to listen if all of their reps are robots. Congrats on your top story!
"To pay by phone enter the account number or the last 4 digits of your social security number" >enters account number< "To continue, enter the last 4 digits of your social security number" >bangs my head on the desk<
You are absolutely right, customer service these days is non existent. Even Vodafone, who just a few years ago excelled in their customer service, had me reeling a few weeks back. Literally pulling my hair out, pushed from pillar to post, multiple hours per day across different departments and AI introductions, without any resolution. Ugh!! I feel the frustration
I absolutely agree! The quality of customer service is beyond frustrating. I just had the most annoying experience a couple of weeks ago. Also, I have a printer that stopped working and instead of going through the hassle of calling support to troubleshoot, I'm considering just buying a new one. I've had just about as much as I can take 🥺 Awesome Top Story that hits home with so many of our experiences!
this is so pin-point accurate. I can go one step further. We'd had a cat 4 hurricane. not unusual in FL. Our sat tv wasn't working properly. We went through the "reset" steps. Nothing. I called the office. After going through all the AI crap, I finally got a human. A STUPID HUMAN who told me to reset the system. I said I did. She said we needed to start from the beginning. Please reset your system. I said, I DID THAT TWICE, I NEED A REPAIRMAN. "Did you press the red button?" LADY I AM NOT STUPID. SEND A REPAIR MAN. "Let me check our system. Oh I see we have a code 771. You need a repairman to come out. FINALLY, THAT'S WHAT I WAS SAYING!! ........ Excellent story and completely hits home with our frustration. Thank you for sharing.
Congratulations! Oooof I absolutely hear you on this too. 😩🫣 I hate not feeling valued.
Oh, and congratulations on Top Story!
As a business person, I can honestly say that my clients are loyal because I am the customer service department. You're absolutely right in your assessment of the problem and the solution.
oh, congrats on the top story!
This is spot on. It's near impossible to speak with a human anymore. Congrats on the TS
If you want my business, give me a reason to feel some loyalty. Give me a reason to stick around and feel okay with handing over my money. Omgggg that paragraph is so freaking true! I've also experienced the same thing as you. They would make me press so many numbers only to get an AI, not a human. It's soooooooo frustrating!
Customer service is either make it or break it in my book. It's why I stick with Verizon & despise Chase.
Customer service is being sacrificed for the money it supposedly saves a company. It's the same as rewarding loyalty. It has fallen by the wayside. Companies just aren't what they used to be.