Okay, here's the thing. Back in OCTOBER (it's nearly January, how many months is this?) I took out my camera for a spin, with a brand new out-of-the-box 2-gig Lexar Pro memory card in it
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Lynne Truss's new book Talk to the Hand: The Utter Bloody Rudeness of the World Today, or Six Good Reasons to Stay Home and Bolt the Door has a section on this very subject that's outstanding. In fact, while I was reading your entry (which is also outstanding) I felt a huge deja vu. Her argument includes the point that Customer Service does not mean you "do-it-yourself" and that you should not have to do any of the work as the customer. There should be no having to call up your own order numbers, etc. and that the customer service world is getting away with murder because we've fallen for the idea (as a nation) that "do-it-yourself" is awesome! ... when it is clearly not.
This is the same woman who wrote the best-selling Eats, Shoots & Leaves: The Zero Tolerance Approach to Punctuation in which her thesis (again your post reminded me of this with the grammatical points) that the obvious decline in grammar relates directly to a decline in the ability to communicate and the decline of literacy
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I have a similar argument with companies farming out their customer calls overseas. No I do not begrudge people work, but if they are going to speak to an Orstrayleean who doesn't use strine, and manages to make herself perfectly understandable can they please have such skills as to tone down their own accents and be equally understandable?
One of the reasons I stay with the phone company I do is they maintain a regional presence. If I have a problem I can go into the shop and deal with real live people who know me! It makes all the difference in the world to know I can do that.
Send off your letter to one of the national business papers, anghara and make a stand. Nothing like a bit of bad press to make companies suddenly realise they can actually do something about your original complaint
My suggestion: 1) Send a letter. I've found that it's best to use a channel the company isn't routinely set up to get complaints through. 2) Address it to the company president, preferably by name. He probably won't read it, but somebody will.
Worked for me with UPS, where dealing with their call-in center didn't. And I was given a local number to call, and a couple of people to talk to, if I had problems again.
Note: The UPS call center was American rather than in India. Didn't help any. And someone I know called the Minneapolis area gas company in the late 80s/early 90s, and had to explain the concept of "frozen pipes" to someone in Texas.
3) Print out this post. Include the URL. Put this in with your complaint letter.
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A typo?
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(typo fixed.)
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This is the same woman who wrote the best-selling Eats, Shoots & Leaves: The Zero Tolerance Approach to Punctuation in which her thesis (again your post reminded me of this with the grammatical points) that the obvious decline in grammar relates directly to a decline in the ability to communicate and the decline of literacy ( ... )
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One of the reasons I stay with the phone company I do is they maintain a regional presence. If I have a problem I can go into the shop and deal with real live people who know me! It makes all the difference in the world to know I can do that.
Send off your letter to one of the national business papers, anghara and make a stand. Nothing like a bit of bad press to make companies suddenly realise they can actually do something about your original complaint
Reply
Worked for me with UPS, where dealing with their call-in center didn't. And I was given a local number to call, and a couple of people to talk to, if I had problems again.
Note: The UPS call center was American rather than in India. Didn't help any. And someone I know called the Minneapolis area gas company in the late 80s/early 90s, and had to explain the concept of "frozen pipes" to someone in Texas.
3) Print out this post. Include the URL. Put this in with your complaint letter.
3) Print out
Reply
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