What happened to the "service" in "customer service"?
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I'm a service provider, but I'm also a paying customer to many other service providers.
For example, I pay the city for certain utility services, and government oversight helps ensure a certain level of quality of service. The water's safe to drink. The electricity will get restored within a certain amount of time. That sort of thing.
I also pay for certain technology services, such as backups, email, and so forth. One such service provider enables their customers to customize their service with user-provided technology. They review the technology, and if it meets with their approval, install it as part of your service plan. My encounter with this started innocently enough via email:
Me: Here's a script. Can you set it up for me?
Them: We "feel this could be abused or cause excessive resource usage..."
(Emphasis mine.) They "feel" it could be one thing "or" another? Such a response hints at an arbitrary decision made without any evaluation, especially when the followup to that statement was a suggestion that I upgrade my account to a plan that could accommodate the change.
I decided to ask for details:
Me: What's the evaluation criteria?
Them: [No answer.]
Me: Making the evaluation criteria transparent would enable me to upgrade with confidence.
Them: We have "no further comment." We will "not respond to further repetitions of this issue."
Goodness, touchy lot, aren't they? OK, one more chance, let's see what happens when I contact them via AIM:
Me: I think it makes better business sense to be transparent with your evaluation process; why the opacity? I feel like you're trying to brush me off. Were you transparent with the evaluation, I'd be happy to upgrade.
Them: You are "harrassing" [sic] us about this, this is a "minor issue, not worth discussing further", and we are "not going to discuss the issue further."
At this point, they've blocked my AIM account, and made it abundantly clear that respect for a customer or maintenance of a customer relationship is not a business priority. Accusing a paying customer of harassment is bad enough (especially when I was being civil with every question), but calling a customer's issue minor is disrespectful. Every customer believes his or her issue is important, and that lack of empathy is dismaying, to say the least. Moreover, such disrespect means I won't be renewing my contract with them: that means less revenue for them. Isn't revenue why they're in business? Since when is revenue minor?
Sadly, this seems to be spreading, and it's not limited to small service providers like the one with whom I had the above exchange. Anyone who flies airlines, or dines out, or gets a hair cut, or waits in line at a government office knows that customer service is getting worse across the board. I can only wonder, when it reaches epidemic levels, what tumultuous fallout will occur.
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