Thursday, December 17, 2009
Customer service 101
I apparently caught the ick that my parents were coming down with when I left Saturday. This is irritating not just because I can't work out, cook, or stay at work for very long, but also because I am so foggy that my brain is having trouble processing things.
Nevertheless, I know asinine behavior when I see it (is there such a noun as asinism? If not, there should be.)
And this behavior came from - surprise! - someone in customer service at the cell phone company. I am tolerant of their fuck-ups to a certain extent because they're a nonprofit and donate to the charities their members (me) vote on. However, sometimes they're a little grassroots in their organizational skills (or lack of them.)
Don't think I am unsympathetic to the hell that is customer service, because both Mr. RK and I have worked in it and during that time, I think we both wanted to make quite a few voo doo dolls.
I pay my bills online, because 1) it's convenient and 2) I want to save paper. And, 3) because there were a couple of times that I have not received my bills in the mail and I like to pay them on time.
With the cell phone company, occasionally I don't get an e-mail bill, either. This has happened several times and I always get the same form response: "Please check your spam filter, contact your internet provider," etc.
Hello! I grew up in Silicon Valley. I know how to check the spam filter.
This time, when I realized I hadn't gotten a bill for awhile, I e-mailed the cell phone people and wrote, "Please don't tell me to check the spam filter or contact my internet company - I've done both many times and this problem is on your end."
"Dear Ms. RK,
I am very sorry but I am not able assist you this information via email. I do not have an email address on file for you to verify if you are in fact this member.
Would you please give us a call at the number below to add your email address to your account or set up a password? We now require this information to release information on the account via email. This is for security purposes and for your protection."
Apparently the fact that she is E-MAILING ME TO MY E-MAIL ADDRESS is lost on her. I replied,
"My e-mail address IS on file and I do have an account with a password. Why would I be e-mailing you, pretending to be someone else to pay someone else's bill?"
A valid question, no?
So today I got an e-mail apologizing from a supervisor and someone is going to contact me. Ha. If the e-mail arrives, I'll let you know.