{"id":2229,"date":"2019-03-04T21:07:23","date_gmt":"2019-03-04T21:07:23","guid":{"rendered":"http:\/\/westernmirror.com\/?p=2229"},"modified":"2019-03-04T21:07:27","modified_gmt":"2019-03-04T21:07:27","slug":"service-please-why-frustrate-the-customer","status":"publish","type":"post","link":"https:\/\/westernmirror.com\/?p=2229","title":{"rendered":"Service Please! &#8211; Why frustrate the customer?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong><em>Alex-Ann Green<\/em><\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here\u2019s the scene: you decide to put your nerves on the line\nto call the business to get your issues resolved. By some miracle, the phone is\nanswered by a human. You exhale because you have just overcome what are\nnormally insurmountable hurdles. You explain the details of your issue as best\nas you know how then the representative lets you know they can\u2019t help. You try\nto keep calm and ask who you need to speak with. The representative cannot give\nyou a name or a number. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At this point I am sure I am not the only one who wants to\nburst into tears, stomp my feet and scream. Frustration and helplessness start\nto set in and you do not know what else to do. You consider going to the office\nin person where you will wait all day with a high possibility of hearing the person\nyou need is not there and they do not know when they will be. Another real\npossibility is that you will need to go to Kingston or some other\noffice\/branch. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The sad part in all of this is that you are contacting these\nbusinesses about services they provide and you purchased or are trying to\npurchase. Now, is it not a reasonable assumption that said company would have\nthe appropriate channels in place to assist with what you have purchased or are\ntrying to purchase? Is it not also reasonable that everything necessary not be\nlimited to one human being? The world can\u2019t continue to pause when that person\nis indisposed. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The representatives also must have a difficult time carrying\nout their tasks when they really can\u2019t do anything. It seems companies are just\nhiring bodies but don\u2019t trust their employees to use their brains so they are\nnot allowed to do anything outside of the script. Moreover, when did it become\npolicy to disallow customer\u2019s information regarding who managers are? No\nreasonable customer is asking for personal contact details. What is the harm in\nproviding the work number and email address? Especially since there are no\nother avenues to get issues resolved. Increasingly this information cannot be\nfound on the websites either. Only numbers to the general customer service\nlines with people who are ill equipped to offer the needed assistance. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I refuse to believe that companies are intentionally\nfrustrating their source of funds aka customers. Hopefully, they will take the\nnecessary steps to look into rectifying these issues. It is quite unlikely that\nit will be a simple fix but the longer it takes to begin looking into the gaps\nin processes and human capital needs, the greater the chances that customers\nwill find alternative solutions and continue to sully your brand everywhere.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Alex-Ann Green MBA, MS Customer Experience Strategist\n| hello@getthespike.com <\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Alex-Ann Green Here\u2019s the scene: you decide to put your nerves on the line to call the business to get your issues resolved. By some miracle, the phone is answered by a human. You exhale because you have just overcome what are normally insurmountable hurdles. You explain the details of your issue as best as [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2230,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[1145,1073,815,21,1197],"class_list":["post-2229","post","type-post","status-publish","format-standard","has-post-thumbnail","category-columns","tag-alex-ann-green","tag-customer-service","tag-frustration","tag-jamaica","tag-service-please"],"_links":{"self":[{"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/posts\/2229","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/westernmirror.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2229"}],"version-history":[{"count":1,"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/posts\/2229\/revisions"}],"predecessor-version":[{"id":2231,"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/posts\/2229\/revisions\/2231"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/westernmirror.com\/index.php?rest_route=\/wp\/v2\/media\/2230"}],"wp:attachment":[{"href":"https:\/\/westernmirror.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2229"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/westernmirror.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2229"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/westernmirror.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2229"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}