Originally posted in my other blog on April 27 2012
My mom lost her iPhone at walmart the other day while I was working (not at walmart, thank god.) She was in a full on panic attack mode when I got home that night, and my brother told me she’s spent the last five and a half hours furiously searching for it and having a few breakdowns.
I had to spend 45 minutes on the phone with AT&T’s customer service before placing an order for a replacement, which was supposed to arrive in the mail in two days. or three days, the woman taking the order and helping us out didn’t sound too thrilled to be working at 11:45 that night. She took my email and said to confirm the link that was sent to me to place he order. three days go by and it turned out that crabby pants spelled my email wrong, (according to the another rep, she was off by about six letters!!) meaning my mom was going to have to go another two days without a phone, which in turn gets her to pretty much curse out the hotter sounding guy for a mistake crabby pants made.
After her tantrum, I had to apologize to the guy because it really wasn’t his fault, and I work with annoying rude customers, and a woman like that would’ve ruined my day. so right before I hung up, in hopes of at least getting a laugh out of him, I said “you guys must get paid a lot to deal with whiny bitches.” he chucked and replied “Nowhere near as much as we should.” and we hung up.
I get that throwing a bit of a tantrum when losing such an expensive phone is reasonable, almost expected, but it’s the amount of information that’s on the phone that is lost that really sends people over the edge. important contacts, memos, schedules,music, pictures, videos, apps that are a direct line to your bank account..that’s what my mom was freaking out about. we pretty much pour our souls into these devices to help us and keep us entertained, forgetting the fact that no matter how well we take care of them, they’re phones that can do anything. we are humans, who lose it once in a while.
As for the customer service industry, I figured there are two kinds of people in that field. a person who shows up, does what is expected and leaves (like someone attaching bolts on an assembly line.) and someone who feigns interest to the best of their ability and tries their hardest. I’m somewhere in between, crabby pants is obviously just another worked in the assembly line, and hot sounding guy might be in the same boat as I am.
Maybe it’s because I’ve pissed off enough customers, (and enough customers have pissed me off) but this job line was meant to help customers not to baby them. Maybe because we’re all so used to having everything (in the sense of information and entertainment) at our finger tips that the thought of us actually working (and not just looking for a specific app) is just overwhelming.
I hate to think that we as a generation have become so lazy that the next iPhone will come with it’s own printer. but I digress.
I’ll end my entry with the following notes:
1) customer service reps are people too!
2) iPhones o any smartphones are totally making us lazier
3) It would help if customer service reps would practice their diction. we may be a country of emigrants(not even sure if that was the correct word–but technology suggested it!) but for the most part, we speak clearly.
4) Customer service reps are NOT GOD!
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