Customer Service Gone Wrong Part 2: You’re Still Not Listening
24 hours of waiting for a response is about all I can take. I decided to write back to XYZ company right after my last blog post.
I sent an email 24 hours ago and have yet to receive a response. Will someone be getting back to me?
I received a response just a few minutes later.
Good Morning Ms. Cazella, I apologize that you have had problems with our website. Usually when situations such as yours arise the shopping cart has not been updated properly. On the website you must be sure to hit the Update Cart button while in your XYZ account shopping cart. Afterwards you would hit Save My Changes button. To make sure the order has updated correctly you would hit the View my Order button. Your order should be updated and you should see the order that you completed.
Unfortunately our system is set up in such a way that orders cannot be guaranteed to cancel once they process. This is what happened in your case and I apologize for that. If there is anything you would like to have done please let us know and we will see what we can do.
Leisha A****, XYZ Client Services
To which I responded:
I outlined what I wanted in my original email. I also explained that I am not a new user to the XYZ account shopping cart. I signed in. I updated, I saved my changes. I’m telling you I did it right. I’ve been doing this for over a year and a half. I’ve never had this problem before. But it feels as though no one is listening to me. As a customer, I’m very unhappy.
As a customer service expert, I’m really disappointed in the slow response and the lack of attention to a valid customer complaint. Customer service can make or break a company, even when the product is really good. I’m surprised that it took a reminder that I had been neglected to get a response. Please don’t get me wrong; I love XYZ and what it has done for me. I want to help you. My desire to see your customer service agents trained on how to provide excellent customer service far outweighs my anger over the incredibly poor customer service I received. I want to see your agents be successful. But you’ve got to institute some training. You cannot afford to take your customers for granted. Good customer service may be a bit more work, but believe me the rewards are incredible.
So please, do me and your other thousands of customers a favor. Get some training on how to deal with customer complaints, because we don’t just go away. And for every one of me that actually do speak up, there are hundreds of others that don’t. They just don’t bother to come back. They stop buying from your company and tell their family and friends not to as well. Bad word of mouth spreads like wildfire and is very hard to undo.
I have high hopes for XYZ.
Really really really…I mean it people! We will see how the saga turns out. I will keep you updated. I will also be using this situation next week in my series on customer service. It’s my passion.