Now I do understand that the customer cannot always be right, but maybe, from time to time, consider the notion that the customer is sometimes right. Too often I hear, "no have" or "cannot". Really? Forgive my scepticism. A lamp shop doesn't have any lamps? A supermarket doesn't have any bread? An internet service provider cannot provide internet service? Eventually I find whatever it is I'm looking for, while the salesperson is giggling with the cashier. I bitch under my breath about service and usually head off for a vodka and soda.
Today I wanted to get internet hooked up at home - can't be surfing dodgy sites at work... I identified the company and the price plan and all that jazz and had several frustrating conversations over a very bad phone line but eventually was told to come down to the office for contracts. After baking in the sun for half an hour and swallowing dust and SUV exhaust, I find the office. The customer service agent looks at me as though I am an alien. I doubt if he could have been more surprised if Chewbacca walked in the door. I state my purpose and I explain what I want.
We are getting on swimmingly until I mention that I don't need a modem. I have a modem. M used this company, left the country and left it to me (as part of the settlement that comes with desertion). Modems, as any techno geek knows, are not computer or contract specific. It's pretty much plug and play. The internet company wants me to buy another because the one I have is associated with M's contract. Despite the termination of said contract.
Incredulously, I request a repeat, "wha'?". And then he utters the words that chill my bones, "it's company policy". I bite my lip. I try not to show my extreme annoyance. This is Cambodia. I respect the culture, which means no raised voices or negative emotions are to slip out.
Me: Company policy? That is ridiculous
Him: You have to buy or rent a modem
Me: I have a modem. From your company. I am not buying another one
Him: You have to buy or rent a modem
Me: Then I must go to another internet company
Him: You have to buy or rent a modem
Me: No
Him: I speak to my manager. I call you later
Me: You do that
I can't believe that a company would sacrifice a 12 month contract which would bring in over $1000 for a $50 modem. Net loss is $950. $950 sacrificed on the altar of company policy. "Company policy" is a terrible phrase. It has the same cadence as "bubonic plague" or "we need to talk".
What this company hasn't considered is word of mouth. I'm already bitching about them on the internet, even if I haven't posted the company name. Expats seek recommendations, even if they have been here for donkey's years. A bad review of a restaurant or pub ensures bad business. Customers have options. Your business does not operate in a vacuum. There is choice and screw you if you don't provide the service. Being polite to customers is basic. Choose customers over company policy, especially when the company policy makes no frakking sense.
Now I am not unsympathetic to the plight of the customer service agent. I myself was engaged in the business of placating angry customers threatening to sue the multi-billion dollar American multinational internet security company that I worked for. We didn't exactly take them seriously. Who could? Your anti-virus expires and you are going to sue? Please try.
On the other hand, you do go above and beyond for the non aggressive customer. Sometimes you can't help and it does suck but when you can there is a sense of accomplishment if the customer is not a total asshole.
In the internet provider office I was being polite, suppressing my annoyance and only got a half arsed, "I'll call you". Seriously unimpressed at the customer service. Felt like taking my business elsewhere. Voting with one's feet, as they say.
Now the customer service at my DVD haunt is impeccable. It inspires loyalty. I will only go to First CD because I get great service. And obviously, Freebird has the best service of pretty much any bar I've ever been to. But otherwise, customer service is pretty lousy. Perhaps some business might attend to this training niche.
It is four hours later and I am still waiting for that agent to call me and tell me whether the company is prepared to miss out on $950 for the sake of $50.