Lately I've been hearing this a lot from customer service reps... "I'm sorry, sir. The computer system won't allow it."
This seems to be the catch-all customer service response lately. Me: "You overcharged me on this bill. Please send me a new bill with the corrections." Then: "Sorry sir, the computer won't allow it. Pay the full amount and we'll deduct you on the next bill" The corporate strategy being "pass the blame to the desktop". The customer service rep gets to play the part of the apologetic friend with shoulders shrugged. It's the computer that's to blame! Bad computer! Hiding behind these evil, inflexible computers are the insulated policy-makers that structure this digital chain-of-command. They ensure that there is a fine limit to the level of customer service offered. Empower the computer, shackle the rep! That will keep our margins up and the stockholders happy! Well, I don't buy it. In fact, I think it's insulting and manipulative. I still like to think that the customer is always right. I realize the companies need to protect themselves from unscrupulous people hoping to take advantage of them. I just think that in the process, they're protecting themselves from offering customer service. A company needs to be responsible I have list of companies that I won't patronize for this very reason. Lately, seems like this list is getting bigger and bigger. At least I'm not one of their stockholders. Eric ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Find out how CFTicket can increase your company's customer support efficiency by 100% http://www.houseoffusion.com/banners/view.cfm?bannerid=49 Message: http://www.houseoffusion.com/lists.cfm/link=i:5:160449 Archives: http://www.houseoffusion.com/cf_lists/threads.cfm/5 Subscription: http://www.houseoffusion.com/lists.cfm/link=s:5 Unsubscribe: http://www.houseoffusion.com/cf_lists/unsubscribe.cfm?user=11502.10531.5 Donations & Support: http://www.houseoffusion.com/tiny.cfm/54
