Customer Service Units - A block to good Customer Service?

Brenny

A little while ago we tried to post a parcel with Interlink and had problems. Tried to resolve it through the Customer Service Unit but couldn't get passed the front "Customer Service" desk.

We are currently having problems with UPS and, again, can't get passed the front "Customer Service" desk.

I also have heard that customers have trouble getting passed the Customer Service desk where I work.

So I wonder, what is the purpose of Customer Service units?

Is it to provide good Customer Service, or is it a front that stops you talking to the correct person and "protects" the company when things go wrong? I strongly suspect the latter.

Techhead_2

I think the problem comes when you have Customer Service that don't have the authority or ability to solve the situation. There is that frustration we all feel that the organisation is using Customer Service as a barricade to prevent customers from wasting the time of important people.

Its not a problem with Customer Service as such, but with companies that put them in a position where they can't act. This seems to be increasingly the case, with Customer Service being nothing more than note takers who pass on a request to the people who actually can do something. Its become a layer of bureaucracy that hinders a business (because they can't react to customers quickly enough).

Brenny

Totally agree with you Techhead. So why, in these days when companies must deliver to survive, is this happening? Are they too big to care, and then wonder why their "customers" leave.

I have written to the company trying to get their package delivered to me, suggesting that maybe they should choose another delivery company.

Oh for the days of speaking to someone who had the power to do something.

Techhead_2

I get the impression that its a classic case of senior management not understanding what's happening.

They are pleased that customers are dealt with and few are escalated to second line.

But they don't realise that its because Customer Service are acting as a barrier.

zppp

I would say about customer service though, in my experience, people are very quick to want to escalate a telephone call to a 'supervisor' on the basis they don't think the advisor can do anything. In many cases they actually can, in many cases they can't. I wish that people phoning to complain would give the person they are speaking with a chance to come to a resolution/fix the problem.

vyle

I think it all comes from companies believing that quick call turnaround and centralising to save costs = success.

Where I work, each store had its own aftersales team, some of whom had been in the job for 40+ years and they knew the products, knew how to solve problems and had great relationships with local engineers so could get favours and get things sorted quickly.

Following a cost review, the company decided to make those guys and many like them around the country redundant to open a single call centre to do their job for the whole country.

The reasoning was that one place would be cheaper to run than lots of rooms in existing shops. It would be more efficient because the new staff would just stick to the script and get things done "by the book." You'd have quick call turnaround and everyone would be happy.

In practice, the loss of local knowledge has meant customers have had to wait longer to get engineers out. Loss of product experience has resulted in mistakes. Quick call turnaround means the customer may hang up happy, but have to call again when they find out the person at the other end has cocked up.

I had one situation where one of my colleagues had a faulty Freeview HD PVR, so they rang the number provided and reported the problem.

A courier collected the box and dropped off a TV with freeview HD built in and a sony dvd recorder with standard freeview in it.

Now, he works on my department and found it pretty hilarious how totally wrong they'd got it. We reasoned they must have just searched "freeview HD" and "recorder" found two products that fit the description and sent them out.

He just came in and ordered himself a replacement instead, but it's worrying to think how many of these botches have happened and people haven't spotted them. The company has had to rehire some older aftersales people in to be a dedicated "call centre screwed up, please fix" team.

That's progress.

Brenny

zppp wrote: »

I would say about customer service though, in my experience, people are very quick to want to escalate a telephone call to a 'supervisor' on the basis they don't think the advisor can do anything. In many cases they actually can, in many cases they can't. I wish that people phoning to complain would give the person they are speaking with a chance to come to a resolution/fix the problem.

In my particular case with UPS I have given the Customer Service advisor every chance to resolve the issue - problem is, they keep telling me that 'there isn't anything they can do". When I asked to speak to a supervisor, was told that they 'were busy on calls, but they wouldn't be able to do anything additional". So gave up. Probably exactly what they bank on!

I need the package as it contains equipment for my job. I wanted to go to the company and collect it. On Wednesday - "Sorry, Madam, that's not possible......." "No, I can't put you through to anyone", On Thursday "Exception error - missed your parcel". On Friday - actually don't know why it wasn't delivered, and nor did Customer Services but "Phone up tomorrow and we will see if there's a possibility to collect". On Saturday "Sorry, Madam, that should have been arranged yesterday."

No wonder I am frustrated!

vyle wrote: »

The company has had to rehire some older aftersales people in to be a dedicated "call centre screwed up, please fix" team.

That's progress.

Now that's a sensible thing to do!! As you say, progress.