And I find that quite concerning. It seems like it gives general staff the excuse that they don't need to attempt to do their job right because when things go wrong they simply pass the problem over to 'customer care' or 'customer service'.
In both of the recent experiences I had the staff simply followed a script and it was really frustrating. With one I told her that the situation was making me angry and I was told "I don't need to put up with being spoken to like that" "Like what," I asked "I only told you that the situation was making me angry!" And she put the phone down on me. With the other I asked the member of staff if I would possible talk without him talking over me and he told me that unless I shut up he couldn't give me the answer. I shut up. His answer was to tell me that I had to accept the situation.
We have to learn from these situations. It's time for us to make sure we take a leaf out of Stephen Covey's 7 Habits of Highly Effective People, and seek first to understand and then to be understood. In fact, I truly believe that Covey's book needs to be compulsory reading for anyone in business.
What does this mean for us in business? I think it's time we created a new way of serving customers. It's time to create Customer Compassion Teams. It's time to be developing compassion and understanding of the needs of our customers, and the frustrations our customers experience. Let's move on from the days where we assume that everyone is out to screw us, that every customer who is unhappy with service levels is a moaner and groaner. It's time we were compassionate in our dealings with customers, listened to their needs, their frustrations, their opinions, and where we can, help improve the customer experience.