Customer Service – what’s that?

About five days ago I received a telephone call from Virgin Mobile, my cellphone service provider.  I don’t usually answer calls from unknown numbers, but this was the third call from that number in two days. I’ll admit answering the phone “this is the third time you’ve called me in two days.  What do you want?” was perhaps a little rude, but so be it.

The person on the other end of the phone had such a poor command of English – and didn’t speak clearly – that I had to ask three times why they were calling me before I could decipher the words “your account”. Now, all my account payments are up to date, so I asked the obvious question: “what account?”, thinking this might be some form of telephone scam (about which I would have written, naturally).  In response, I was told he was from Virgin Mobile Customer Service asking whether I was happy with the service I was receiving from Virgin. (Up until I got this call, I was.)

I told him my contract was due to expire in a couple of months and that I was considering switching my cellphone over to Rogers, from whom I get my internet, cable and home phone.  Upon learning that Virgin might lose a customer of three years, this man responded “sorry to hear that”.  On that note, the conversation ended.

Now surely, if you’re in customer service, and a three year customer tells you they are thinking seriously of changing their provider you’re going to have a more positive response than “sorry to hear that”.  Perhaps you might offer a better plan than they currently enjoy, or try to sweeten the pot in some other way.  Nope, just “sorry to hear that”. Wouldn’t you at least try to sound as if you cared?

But wait – there’s more!  (Sounds like a late night infomercial, doesn’t it?)  Today I telephoned Virgin Customer Service to see whether there would be any advantage to changing my plan now rather than wait until the expiry date.  Seemed like a logical question to me.  The man didn’t seem to understand my question, instead telling me  my choice of phones should I choose to upgrade.  That wasn’t what I asked.  I asked “Is there any advantage to me waiting until my current contract expires?”  I already know what phone I want – and no, it isn’t the BlackBerry Z10.  I once again mentioned that Rogers was interested in getting my cell business along with the house line, cable and internet.  This time I was greeted by silence.  I told him I’d talk with Rogers and other providers before I decided and that was the end of the call.

Am I wrong to think that Customer Service might be the department concerned with keeping a loyal customer happy and a customer?  After all, they called me to see if I was happy with the service.  Or should I instead have talked with someone in Sales?  In any event, in the next couple of days I’ll visit the Pickering Town Centre and talk with representatives from the various cellular service providers.  Virgin may yet lose a customer purely through their own indifference.

Enjoy your day and remember to hug an artist – we need love (and straight answers) too.

Cat.

**Addenda: 1 – I checked and I’ve actually been with Virgin since 2007.

2 – I have sent a copy of this (minus most of the snark) to Virgin **

 

Advertisements

One thought on “Customer Service – what’s that?

  1. This kind of performance is so ‘common’ these days and can be applied to countless situations. Either people are condescending, blatantly rude, or could not a give hoot one way or the other. Everyone is a number in the pot, and if said number is not satisfied it doesn’t appear to be any skin off their posterior. If they lose a customer they’ll make up the loss on the next customer they snag. Sorry state really, and it doesn’t seem to be moving in any positive direction. A friend of mine had a go-round earlier today with her bank over a what would actually be a simple problem, but oh no, her satisfaction was anywhere but taken into consideration, and she still ended up no further than she started. I don’t know why companies and organizations employ such incompetent, obnoxious staff. Apparently they never heard the old adage ‘ you catch more flies with honey than with vinegar’; maybe this should be a prerequisite for the job along with knowledge in the department they are hired for. Good luck with your new phone.

    Like

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s