How Not to Handle a Customer Query
My boxing article reminds me of the last time I watched A Pacquiao bout. Having just decided to be a stingy fan, I browsed the cable channels for the schedule of the delayed telecast. Unsuccessful, I dialed the customer service number of my cable service provider. After the a few rings, an automated voice recording guided me through the basic options and after waiting for about 5 minutes, I felt very lucky to have gotten a live operator.
Here’s how the conversation transpired…
Operator: Good morning, how may I help you?
Me: Good morning, I just would like to ask the channels that will be showing the Pacquiao match.
Operator: May I have your name please?
Me: This is JD Cruz
Operator: (sound of typing) Mr. Cruz, Will you please spell it?
Me: J…. D…. C r u z.. But wait, if it’s the subscriber’s name that you are asking, it’s my Mom and her full name is ___________
Operator: (typing) __________
Me: Yes, that’s it.
Operator: May I have the address please?
Me: It’s No # _____, ______, ______ Makati
Operator: (typing) # _____, ______, ______ Makati
Me: Correct.
Operator: Your subscriber number please?
Me: I don’t know. I don’t have the bill with me
Operator: Sir?
Me: Well, you see.. I am not the one who keeps it.
Operator: We need to know that, sir.
Me: Well, this is not my house, it’s my Mom’s. Well, I will inherit it someday but right now, it’s hers and she’s asleep and I don’t want to wake her up.
Operator: Sir?
Me: Wait a minute….. STOP!!!!!
Me: I only want to know what channel will be showing the bout. What is so difficult with it? What’s your name again please?
Operator: Ah, sir… it will shown on Channel 7
Me: Thank you.
That was a perfect way to ruin a boxing fan’s Sunday. Calling only to ask a simple question, I was led to a barrage of questions and the operator appeared unwilling to give the answer had I not sounded irritated and ready to file a compliant.
Is there a law that penalize those who waste customers’ time?
Hahaha! That’s the perfect way to handle these things… just ask their name and they would usually smarten up. But by then, your day has been ruined already.
The same thing holds true for cops giving you a hard time. get a pen and paper and ask for their names. Your troubles will go away.