Some of you may have noticed that I all but fell off the face of the internet the past six days. That’s because the world headquarters of the Dry Fly Guy relocated over the Thanksgiving weekend, and despite my best efforts to prepare and ensure that the transition went smoothly and without a glitch, the new location proved to have “technical issues” once I got here. So my Thanksgiving weekend (and the days that followed) proved to be a bit stressful, and very frustrating.
Over the course of this “crisis” I had multiple opportunities to call on the customer support department of the ISP I was using, and here in lies the root of my frustration, and the impetus for this post: Call Centers.
We’ve all experienced them, and they aren’t going away anytime soon as far as I can tell. So love them, hate them, work in one, or own one is fine by me. I understand and even empathize with the need large companies have to use them. I may not like the fact that they are often located outside of the U.S.A., but even that is not truly the issue I have with them. My issue is simply this: The customer support individual cannot transfer the call to someone local to assist you when they are no longer able to do so. My technical issues were far beyond the ability of someone in Panama or the Philippines to assist me. But they had no ability to get me to the individuals that could resolve my issue. So instead I sat on hold while they scrambled around speaking to “supervisors” to see what to do. A “supervisor” would then come on and I’d rehash everything I just went through with the CS rep. They’d then put me on hold, only to return and transfer me to another “supervisor”. Musical chairs would then ensue, and I’d explain my problems to every individual that came on the line until finally an individual would tell me, “We need to schedule a technician to come to your location.” No-duh! Isn’t that what I’ve been saying to “Cham,” “Audry,” “Linda,” “Tim,” “Lisa,” and now you? So I’m placed on hold again, while I’m finally (supposedly) transferred to “dispatch”, only to be dropped and have to call back into…. you guessed it, THE CALL CENTER! Now repeat the process over again…twice!
This experience has once again clearly illustrated for me why I like working with companies that have excellent customer service, and I will gladly pay a premium to have it available to me. I don’t often need it, but when I do,..
So if you’ve felt neglected over the past few days, please accept my sincere apologies. I’m committed to providing the customer service I’d like to receive, and will do all within my power to provide it for you. As a one man show I may not get to your call or email immediately, but I promise that when I do, you’ll be speaking with an individual that can truly assist you.