When do you plan to move to the mountains? On 6/11/05, Eric Carlisle <[EMAIL PROTECTED]> wrote: > > 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 > > >
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