But the emporer has nothing on at all!
January 23, 2008 | Advertising,Airlines,Customer service,Economics,Ethics,No clothes!,Norway,PR
I was discussing the Gates of Hell chapter of the Nightmare in Norway with someone the other night.
“I would have said, ‘I want to speak to your boss, and your boss’s boss and your boss’s boss’s boss, NOW’ … you know … go up the chain of command,” he said.
Chain of command. Yeah, the military does that to a person, I guess. Maybe that works in that world.
But, really, how much latitude does a customer-bot (we’re not human beings anymore) have in an airport before going from concerned about service to a security threat? I mean, how many times could I have told Haris, “I want to speak to your boss,” before he felt “threatened” by me and sent me spiraling into the Circles of Hell to, you know … stun guns, shackles, detention, jail … that sorta thing? I mean … really?
Besides, who’s to say Haris the employee-bot (they’re not human beings anymore either) wouldn’t have just said, “No.”
It’s happened before. I called a “customer service” line to ask for, well, customer service. (Oh, silly me.) When I got nowhere with the employee-bot, I asked to speak to his supervisor. He put me on hold. He came back and told me his supervisor refused to speak to me.
Refused to speak to me.
I asked for the name of the president of the company. He said he didn’t know. “Well, could you check?” I asked. He put me on hold again. He came back and said, “It’s against company policy to give you that information.”
It was against company policy to tell me who runs the company.
He was right. I couldn’t find the president’s name anywhere on the company Web site. In fact, three companies were involved, and none of their contact information was available through any of the companies. I had to look them up by other means. But, hey, I found them. (I need to write a love letter to the Internet.) I sent an e-mail to all of them and the customer-service department. To their credit, they actually resolved my problem. Very satisfactorily, even.
Apparently, though, it’s become standard operating procedure that employee-bots (and their CEOs) do not work for customer-bots — even if they are in the service industry. Hell, employee-bots don’t even work for their CEOs anymore. They work for the computer screens in front of them. They can only do what their computers tell them to do, which — when it comes to customer-bots — usually isn’t much.
I suppose PR bullshit goes way back, and none of this is new. Am I the only one who can remember things like “the customer is always right” … or was that just PR bullshit too? I couldn’t help thinking about The Emporer’s New Clothes, which I recently grabbed off the shelf for my son. (I got the Virginia Lee Burton pictures from a 1968 version of the book by Scholastic Book Services.)
You call your employees co-workers and expect them (and us) to believe it?
You say you “work hard to earn my business every time I fly”?
You say, “They’ll hold the plane for you”?
You say, “I’m sorry, there’s nothing I can do”?
It’s not like I’ve never gotten good customer service. I got incredible service yesterday, in fact. More than once. (I’ll write about it one of these days.) But when I get excellent or good or, heck, even fair-to-middling customer service, isn’t it a shame that it makes me want to weep with joy? Why should it be the exception and not the rule?
I ran across a few examples of suckass non-service just skimming through my feeder this morning. Matthew at Childs Play x2 warns his readers not to shop at Home Decorators. Planet Nomad writes about inexplicable weirdness at Starbucks. CrankMama has a few choice words to say about Verizon. Updated: I just found this priceless exchange on Hotfessional. Updated2: Wow. They just keep coming. Karen at A Deaf Mom Shares Her World was denied service at Steak ‘n Shake.
What’s your suckiest non-service experience? Who deserves the “No clothes!” seal of disapproval?