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Showing posts from October 21, 2013

Are You Being Served - Customer Mis-Experiences

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I hadn’t dealt in stocks for the last few years, and I was surprised when I received a bill from my stock broker for services which I had not availed of. I was willing to give the benefit of doubt to the broker and called their customer care.
Given the fact that I was a bonafide customer, I expected the call to be received well and my questions answered satisfactorily. The call was answered promptly by an IVR which directed me through a maze of options. After careful negotiation I was told that I was customer no. 17. I thought I would be attended to sooner than later. 5 minutes passed, then 10, then 15, 16, 17 and it reached 20. Imagine, I was on hold for 20 minutes and I did not get a representative to speak to me. So much for customer service!
During the length of the hold, I was treated to a series of marketing pitches. Since I was on hold for a long time, I went through with them twice. I could not help but think how they could serve me more when they could not serve me better wi…