Customoer Service?

I just spent the past twenty minutes on the phone with a very friendly but not very useful customer service company in India. The frustration was not their fault and it was not a communication problem. It was simply a case of “you can’t get there from here.”

HE: XYZ Corporation, How can I be of assistance today?
Me: Good morning, I would like to put the widget in the hole.
He: Yes, certainly sir, can I put you on hold to verify your widget?
Me: Yes, that will be fine.

Pause for indiscernible  music.

HE: Yes, sir, thank you for holding. I have found your widget.
ME: Great! I would like to put it in the hole.
HE: I have to check that the security code for the widget is valid. Can I put you on hold one more time?
ME: Okay.

More indiscernible music.

HE: Yes, sir, thank you for holding. May I have your account number please?
ME: The account number is B86reoePqrd89
HE: B86reoePqrd89 ?
ME: That’s correct.
HE: I’ll look that up for you.
ME: Thank You.
HE: I’m sorry, I have no record of that account.
ME: That’s odd. I’m looking at it right here on my screen. It is on your web site.
HE: Can you tell me the number again?
ME: Sure, B86reoePqrd89
HE: B86reoePqrd89 ?
ME: Correct.
HE: Yes, certainly sir, can I put you on hold to verify your account?
ME: Sure (with a sigh).

More indiscernible  music.

HE: Yes, sir, thank you for holding. Can I have the e-mail address you used when you signed up for this service.
ME: I think is was ******@yahoo.com
HE: Okay, Thank for that. Can I put you on hold one more time while I check this out?
ME: GO ahead. (at this point I am trying very hard not to be the ugly American)

This time, along with the indiscernible music, was a recording telling me my representative will be back on the line shortly and the my phone call is important.

HE: Sir, I have found your account. How can I help you today?
ME: I would like you to put the widget in the hole.
HE: Yes sir, we can certainly help with that. Which hole did you select when you signed up for this account?
ME: I don’t remember, can you tell me from the account.
HE: I’m sorry sir, I can’t access that information. Can I connect you with a supervisor?
ME: Yes please.
HE: Please hold while I get a supervisor on for you, all right?
ME: Yes

Here comes the music again.

NEW HE: Good morning my name is Phillip. How can I be of service today?
ME: Good morning Phillip, I would like to put the widget in the hole.
PHILLIP: I Understand, sir. May I have your account number please.
ME: The account number is B86reoePqrd89
PHILLIP: B86reoePqrd89 ?
ME: That’s correct.
PHILLIP: I’ll look that up for you.
ME: Thank You.

More music.

PHILLIP: I have your account on my screen. How can I help you?
ME: I want to put the widget in the hole.
PHILLIP: Yes sir, I can certainly help you with that. Which hole did you purchase with this account?
ME: I’m not sure. Can you tell me from my account which hole I purchased?
PHILLIP: I am looking at your account now and sir and it appears you did not purchase a hole.
ME: Excuse me?
PHILLIP: There is no record of you purchasing a hole, sir.
ME: Why would I buy a widget if I didn’t buy a hole to put it in?
PHILLIP: I’m sorry sir, I do not understand your question.
ME: I bought a widget to put in the hole. I would not buy a widget if I could not use it. Are you telling me that your company sold me a widget without a hole?
PHILLIP: Would you like to purchase a hole today, sir?
ME: I think I already did purchase a hole.
PHILLIP: I have no record of that. I will send you an e-mail with your account information. Is ******@yahoo.com correct?
ME: Yes it is.
PHILLIP: I will send that right away.
ME: Thank you
PHILLIP: Thank you, and thank you for calling XYZ today. If we can be of any further assistance please call again.

click

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Published in: on November 8, 2012 at 11:21 am  Leave a Comment  
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