Surviving Customer Service 

customer supportI’ve been on both ends of the phone and trust me, it ain’t easy.

On the one end as a technical support specialist and on the other as a customer

Being on the other end as a customer prompted me to write this post.

The other day I was going through my mail and found a debit card that I hadn’t activated. The original premise being that I didn’t need it.

Well, things change. I thought this time I would activate the card, use it for sites that didn’t accept PayPal and make a little money on the side by promoting the card.

Sounds like a plan, right? Piece of cake? Wrong! First, it had been so long since I received the card in the mail that my online activation messaged me to contact customer service and here’s where the adventure begins:

I spoke with let’s call her May – nice, soft spoken willing to help but when I ran into problems she had to put me on hold and confer with someone else this this should have been the red flag but I carried on May Place me on hold several times which indicated to me that she was new and didn’t know the product very well after about 15 minutes I could tell that may was becoming frustrated she tried hurting me off the phone I still have questions long story short I took the following actions based upon the information that we give it to me I cancelled my card cut it in half and was about to apply for new card but for whatever reason I called back and I got another customer service representative who gave me conflicting information but I got off the phone satisfied with the result.

Today I received a text message that my account was closed and I had to call customer service. I learned that my account have been closed and my card blocked. If I wanted a new card I would have to apply again and be charged $9.95.

No this was not happening I calmly asked for a supervisor and was later cut off. I called back and you got in touch with a new customer service rep explain to her calmly the situation and she was able to order a new card for me without a fee.

She, of course, apologize for the inconvenience throughout our talk not to the degree that it annoyed me but it was nice that she apologize for the inconvenience because she knew it was an inconvenience.

What’s  my takeaway is from this encounter?

Number one stay calm.

Number two realize that the person on the other end is a human being.

Number three state your case calmly & firmly. The customer is not always right. Remember I said on the other end of that phone. But if you are right don’t yell at the other person just calmly affirm your case

If you cannot remain calm ask to speak to a supervisor that’s pretty much what they get paid for.

A number four, have a plan B that always helps to keep you calm

I’m not going to give out the name of the company because in the last few weeks that has been my overall experience with customer service. The agents are outsourced inexperienced and overworked but most importantly undertrained.

Don’t get mad at the agents perhaps its time to rethink our attitude towards unions. Don’t get mad at the agents perhaps it’s time to rethink the notion of Corporations as people because they’re not People Are People and when you get a nervous Outsource and experienced customer service agent on the phone it’s not their fault peace.

Copyright © Planet Jules