Seeking real life examples

[hallbj2]

Hello,
I am in the process of writing a book about what Customer Service IS NOT. Having worked as a manager and training manager in the industry for over twenty years, I have experienced both personally and professionally very poor examples of CS.

While there are hundreds of books & web sites on the market relating to training CS / call center representatives, my book will draw on the experiences of those in the trenches.

If you have either a personal or professional experience in ANY industry that left you feeling (as a customer) NOT appreciated, I'd like to hear from you. The specific comapny name is NOT needed, just the industry type, I.e. telecom, financial, ISP's, cable, phone- to name but a few.

Feel free to post it here and if I use your example of poor service, I'll use your name (unless you would like to remain aynom).

Thanks to all who do reply!

Beverly J. Hall

[cjw17]

Water Company... I had just bought a house & hadn't moved in yet. Previous owner hadn't paid the water bill & the water had been turned off. To get it turned on, I had to appear in person at the company with my deed. Then they needed to send someone out to turn the water back on, & they told me I had to be present for this. They gave me a date & a time frame of between 8am-6pm. I was 6 months pregnant at the time, which was obvious to the representative, so I asked if they could narrow that down, since it would be difficult for me to spend the entire day in a vacant house with no water. The woman said, "No, this is a public utility. What do you expect?"

[hallbj2]

Thank you so much for your example. For those of us who work in the "trenches" everyday - we are especially sensitive to the service we get/not get. Throughout the years, I have made notes on my computer of poor examples and have used them throughout my training classes.

Again, Thanks!

Anyone else?

[Andy]

Electronics.........own a sony audio system and had problem with the cd player, I called up service centre and asked them if someone can check it up and since it was under warranty, the engineer came to my place and told me that the problem is with some magnetic part which is currently not available and as soon as it is available, he will come and replace it. I waited for three months and after several phone calls, reminders etc....the part was still not available with a service centre of company like sony and the warranty was about to expire so I wrote an e-mail to there public realtions department and the very same day the same engineer came to my place and checked the system once again and told me he is not able figure out what the problem is so need to take the system to his service centre for 3-4 days for observation. I asked him but you were wiating for that particular spare part and now how come the problem area has suddenly vanished. I tried to call up there head office in front of him and he told me.......yeah I have got the part and I will replace it......

Experience with a brand like SONY

[Eric Jorem]

Came home from a weeks holiday and found the cable TV was not working (no reception). Checked with the neighbours and theirs was working fine so I called the cable company. They weren't aware of any breakdowns but couldn't check anything until the next day. Next day I had to call again myself (of course) to find out that they had cut me of. Why? Just a little mistake. "Yes sir, you did pay all your bills, but we cut you off anyway, we're so very sorry". To the question "Can I be reconnected today, since it's obvious that it's your mistake?" the answer was "That can take up to 5 working days". So, they made the mistake and I can wait until it suits them to reconnect me (which is a 5 minute job I've been told). Great service !