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 **