Over The Top

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“I live, only to make you happy.” OK, so maybe that is a slight exaggeration but the latest customer service scripts are becoming a bit like this.

This morning I had to phone about a faulty product and the CSR (customer service rep) said, “can I phone you back on Monday to check it has all been sorted, I would really love that.” They would really love that! Maybe they don’t get out much, stuck in a large call centre, working long hours. I am a lovely person to phone. It would make most peoples days to give me a phone call, just ring 555 4555555 and find out. Whatever you do, don’t put an @ in front of it. You’ll get a bunny rabbit on Twitter. Wait a minute, you’re seriously phoning that number?

Where was I? Oh yes, being buttered up by a CSR. I call CSR’s a lot. No, not because I have nothing better to do. I just don’t believe in accepting rubbish products. If it fails in the 1st year, or longer, I call to have it fixed or replaced. I have discovered that recently they have a new script. A much more personal script. “make the customer feel loved and valued.” You might say that they always did that. But now they really go to town. The number of times they tell you how they would ‘love’ to help you. Or how much they ‘appreciate’ your patience, custom, or comments. Then they tell you that you are so important, valuable, absolutely right. You get the impression that they would climb a mountain to get a product for you; until you actually get to the nitty gritty. Then it’s a different story. You realise it is only a script; it’s all words, not actions:

Me: “OK, so when is it going to arrive?”

CSR: “Just two weeks time.”

Me: “But you said that you would do everything you could to get it tomorrow.”

CSR: “I apologise most profusely. I can escalate this matter for you. You are a most valued customer of ours and we want to make sure that you are happy.”

Me: “I’m not happy, I was promised delivery tomorrow.”

CSR: “I fully understand your frustration in this matter. As a loyal and valued customer we do our absolute best, to make sure we fulfil delivery times. In this instance it is beyond our control. But I will make every effort to expedite the matter for you.”

Me: “Will that get it to me tomorrow?”

CRS: “I am most terribly sorry. Your product is on a longer than expected lead time. Is there anything else I could do to make your day better?”

Me: “You haven’t made my day better, so how can you do something else to make it better? I just want my item tomorrow.”

CSR: “If such a thing were possible, I would indeed do everything in my power to achieve that for you.”

Me: “But it is possible. I heard from a friend that you can do special overnight deliveries.”

CSR: “That is not something I have heard of, but if such a thing were indeed possible…”

I am sure you have all had similar frustrating conversations to my made up one. You may well have noticed the increase of friendliness from the CSR. You certainly will now. Well it has absolutely made my day writing this blog. It’s been my a great pleasure to serve you in this way. If there is any other way in which I can help you, then don’t forget phone the helpline on 555 4555555.

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