The Death of Customer Service
Photocred. @chaddodd
Recently, I was on a multi-stop trip: Washington D.C.;Hartford, Connecticut; and Sacramento, California. It was less expensive to book this trip with one airline and all at once. Rather than flying the normal airline of the South, I jumped on the airline of the good ole USA. On my second leg of the trip, from Washington D.C. to Hartford, I became more irritated by the lack of care and attention the airline was giving. Gate agents were dismissive, flight attendants locked in conversations with each other. The overall vibe was leading me to believe I didn’t matter, the purchase of my tickets were a means to an end for them. On my third leg, there was an extended layover in Chicago. While there, the matter grew worse. Enough for me to finally do something.
Taking to social media, I tweeted out “Flying @AmericanAir this trip and really miss the friendliness of @SouthwestAir. #comingbacksoon #missyou”.
I admit this may seem passive aggressive but with today’s social media, if there is a complaint, it is easier, and most times more effective to take it to the company’s social media account. Doing this a few times with Southwest Airlines, I was pleased with the attentiveness and humor they added to the experience. Have I said yet I really enjoy Southwest? (Minus the herding of people onto the plane.)
Back to my tweet…American’s response…”We’re sorry to hear this, Chad. We’d love another opportunity to leave you with a better impression.”
WHAT?! You would love another opportunity? Why not take this opportunity? WOW me, step up and find out the reason fro my tweet. Investigate. Do something NOW!
I dismissed this, arriving in Sacramento for business. Two days later, back on another flight. Arrived at the airport to find out I was checking in wrong. I was called out from the line to self check, with four agents at the counter and four passengers in line. “What is the reason for this?” I posed the question to the agent requiring me to self check in and received an unclear response. Credit card identification did not work, held my passport over the scanner incorrectly and the agent swiped it from my hand, pointing out I the sticker that told me how to do it. The sticker, I honestly didn’t see because I was flustered. I tried to get through being flustered and the irritation of the moment. However, the irritation thrusted me into even more irritation with the agent.
“Sir, There is no reason to be hostile.”
“Hostile? I am not hostile, if you would like me to be I can be.” This I thought in my head. She sent me back into the line which was now 6 deep with people. And who was the agent to check me in the the flight…the hostile agent!
I continued the altercation with “please” and “thank you’s”, and a lot of “yes ma’am”, “no ma’am”. She even asked if I wanted my ticket.
“I am sorry…no. I would not like my ticket. I would rather get to the TSA line and wing it.” Again, I thought this.
The TSA line was short. Arrived at the gate with some time to spare, deciding now was a good time to hop on the phone with the Airline Customer Service to explain my dilemma. There was a lot of agreement with my situation, a transfer to a supervisor, more agreement from her. Then the supervisor said, “I am sorry but I can not do anything for you as this isn’t the correct department. Is there a gate agent with whom you can request a supervisor.”
SIGH
Off to find a gate agent. There, I request a supervisor, in which the gate agent informed me she was down at the ticket counter and she can call her up if I would like.
The moment of defeat has set in. What is the point when every person I have reached out to has dismissed my claim, passed it off, or even belittled my experience. Death was slowly sinking in and now death has arrived.
Both small and large corporations struggle constantly with customer service. Even I do. But the customer service which is overly simple, we complicate. To provide exceptional customer service is to do unto others as you would have them do unto you.
Customer service is not the phone number we call or the counter beyond the checkout lines at the grocery store, or the off to the side room, hidden in the corner at the department store.
Customer service is in every employee interaction with the consumer. It is with the hello at first greeting and the goodbye at the end of the exchange. It is the selfless aid when someone is struggling to find a product. It is the respect of the consumers time. It is a simple smile, the readily availability of the employees. Customer service is in all the interactions, in every department. It is a culture, not a department.
Customer service is having patience, being kind, not-self seeking, bear all things, trusts all things, enduring all things. Customer service does not boast, it isn’t proud. Customer service is…well…Customer service is love. Love for the consumer. Love for the client.
The companies I love, love me. And I am willing to spend my money with them more. Not because of sales or more inexpensive products, but because I matter.