Can you remember your last customer service experience that made you so red hot you wanted to explode? This happened to me yesterday on my day off. There were a series of minor customer annoyances prior to my Mount St. Helen eruption near the end of my day. I'll leave company names out as I prefer not to bad mouth others.
For the sake of anonymity, let's simply say I believe company A changed their discount rules so that I would have to pay more in fees. As a lifelong frugalite, I made sure I followed the guidelines in order to maintain my lower rate. The email notifying me of higher fees didn't sit well so I placed a phone call. Two hours passed before I was connected to the right person. By the time we were done I went from a decades-long raving fan to an Alcatraz prisoner in desparate need of a more customer-oriented business to patronize.
I'm actively seeking a better solution. The time I spent on the phone helped me understand how my current company A views me. This is an investment that will help me surround myself with companies that care about me enough to listen when I point out weaknesses in their ways of interacting. It will be interesting to see if some of the feedback I gave company A will be implemented. Have a great day.
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