As a customer service professional, I analyze my personal customer service interactions. I can relate to someone having a bad day, adhering to the rules, a misunderstanding, and a breakdown in communication because I've had them all in my own work. Personally, I've had the bad meal at a restaurant, the waitress who ended her shift and never returned, the doctor who can't read a chart and thinks I'm pregnant, the rep who read my bill to me instead of addressing my question, but now, I can say, I have experienced the federal government definition of service, which I call non-existent service.
I have been reviewing my finances and my student loan. And I went online to the federal site to check my loan types because it can effect a financial decision I am pondering. Without giving away details, the site said I had an X loan, which I thought was a bit odd. I reviewed my papers at home and thought I should have a Y loan. I called my loan provider to double check. The woman I spoke with left me with little faith in the information she provided, but she stated I had a Y loan.
So I called the fed and got Matthew, who was so deadpan monotone reading off his list of questions. I tried to have a jovial tone of voice which he did not appreciate. I stated my confusion over the loan type. He informed me that I never had a Y loan. Um, when I looked at your site earlier it said I did but it was converted to an X loan; I have papers that state at one time I had a Y loan; and the service provider says their records indicate it is a Y loan. Then you'll need to talk to your provider since we get the information from them, he responded in his bored monotone, which is probably true and I will do that, but it was his delivery of the information that irked me. I explained to him why I required the information and asked how to request that the information between the two parties be verified since they were telling me different things. He told me I had to discuss it with the service provider.
I felt very frustrated after speaking with this bureaucrat who apparently hated me bothering him with my concern. He could have used inflection in his tone or offered that I request someone more specific at the provider level to help or recommend a form because I'm sure others have had similar situations. Either way, it was unfriendly service which was almost identical to the service I received on their website. Wait, it was like talking to a computer, but supposedly Matthew was a person.
And to counter this story, I have to say I received amazing service twice in the past few weeks. Once was at the Clinique counter during their crazy bonus days. I explained to the beautician about my adult acne issue and my concerns over damage from acne solutions and my fine lines. She was amazing and went through an entire system with me, offering up ideas that were not produced by their computer program. She has made me a Clinique customer for acne and skin care products now. And my mortgage broker, Michelle, is amazing. She met with me after I got off work, answered my oddball questions, and was understanding of an error I made on the application and an error I recently made on my accounts. She made me feel good by laughing off one of my mistakes and pointing out why it didn't matter, which helped me feel more relieved. She explained all the nuances of the different packages and numbers, making the whole appointment comfortable.
There you have it; the good and the bad of customer service.
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3 comments:
Hmmm.... I think you are missing one VITAL factor. Your Clinique rep and your mortgage person work in for-profit industries, so are more attuned to the "give good service or they will go elsewhere" mentality. As a government bureaucrat, he KNOWS you can't go elsewhere. We have seen it happen with the TSA. Airport security used to be security for a specific airport, which, again, is a for-profit, be-nice concern. The TSA is the federal bureaucracy at its self-satisfied, kiss-my-collective-bargained-ass best. Or worst. Just think how much more fun getting sick will be when we have government run health care.
Now, on your specific case, if I could hold my temper (which I doubt), I hope I would have had the idea to nicely ask Matt, "I can tell by your youthful voice that you probably haven't been there long and may not be as familiar with detailed questions like mine. Could I speak to someone who's been there a bit longer, like your supervisor or manager?"
Disclaimer: I work for a non-profit, but think that service standards, good and bad, are set by managers and executed by conscientious professionals, including but not limited to street sweepers and physicians. While the customer may not always be right, s/he deserves respect when offering respect.
I know. All I kept thinking during the call is my father complains about me being a government employee because he thinks I act like Matthew. It was so frustrating.
I use FedEx and pay more because I get better service than the post office. And J had such a horrible experience at a VA hospital that we don't acknowledge those benefits and he avoids health care providers overall due to fear.
It just made me angry, especially considering how we struggle for funds at our job, but Matthew probably earns as much as us, won't ever loose his job, yet is atrocious at working with people. All the while, we work so hard to offer the best.
Clinique - can you say commission?
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