No Fun At All
I spent a long time yesterday waiting on hold to change delete a package from our cable TV service. Whenever you want to upgrade, they answer the phone right away. But, when you want to downgrade, they make it as difficult as possible. Every year around this time they raise the rates and every year, I cancel something so I don’t pay any more. I feel sorry of the people answering the phones. They are always courteous; but, for as much time as I spend on hold, they must have a huge backlog of people. Plus, they are the people who have to explain in plain English what was so artfully worded on the mailing announcing the rate “adjustment”. I HATE paying for something that I used to get for free. I was calm and polite; but I’m sure a lot of people aren’t. A job like that must be no fun at all.
Ugh Sir went through the same thing recently downgrading our cable.
Viemoira: I know that they make it hard on purpose; but it’s still frustrating. The best way to make money is to have a good product. Not to irritate your customers by making things difficult for them. Plus, I do business with several companies that truly are customer service oriented, so dealing with the cable company is even more frustrating
Customer service has really gone down the hill these days, hasn’t it?
Rage: The odd thing is that good customer service really does help sales; but businesses are so busy sub-optimizing and ignoring the big picture that they drive away current customers. They know it’s a lot more expensive to get new customers than keep existing ones; but they are too greedy to look at the long term ramifications of their decisions/policies. With all of the advantages cable TV has, satellite should not even be able to compete; but cable companies allowed their greed and monopoly status to create a opening for the competitors that they are now in mortal combat with.