Warning to readers! This is a mini rant. Read at your own peril.
Customer Service does not exist in my world. There are no Customer Service reps in my world. They don't exist anymore. They have gone the way of the dinosaur. Customer Service hasn't existed for quite some time. At least such was my experience the other day which left me scratching my head in wonderment.
A little background.
I needed information regarding the type of information that a certain field required. The form had contact information, who I assumed would be able to assist with my question. So, the first conversation went something like this:
"The First Call"
Customer Service #1 (CS1): "Hello can I help you?"
Me (ME): "Yes, I need assistance with something on the xxx form."
CS1: "What kind of help do you need?"
ME: "Well, I am trying to find out what type of information should be entered into one of the fields."
CS1: "I'm sorry but I cannot tell you that information."
ME: *stunned by this answer*
ME: "You can't tell me what kind of information is supposed to be entered in the form?"
CS1: "No, we are not allowed to disclose that information."
ME: "But how am I supposed to find out? I am not expecting you to tell me what dollar figures to enter, but I'm looking for clarification."
CS1: "I'm sorry but I cannot help with this. You need to call this other company."
ME: "So you don't know what the field requirements are? Or you can't tell me."
CS1: "You need to call this other company."
ME: "Okay, fine...give me the number."
CS1: "Here's the number x-xxx-xxx-xxxx."
ME: "Thx" *sighing, fuming, and still stunned*
The subsequent conversation went something like this:
"The Second Call"
Customer Service #2 (CS2): "Yes, can I help you."
ME: *here we go again*
ME (ME): *for sake of brevity, I proceed to recount my previous conversation to THIS rep. I hear a lot of dead air, and wonder if I have been speaking martian language. So I wait.
CS2: "You need to speak with a financial advisor for that information. We need to open a file for you."
ME: *still bewildered, but I agree*. "Okay."
Now, here is where it gets bizarre. She starts asking for my vital information, and account password information. My antenna went up (as did my blood pressure).
ME: "Excuse me, but why are you asking for all of this information?"
CS2: "This is to better serve you. A financial advisor will contact you."
ME: "But I am not asking for financial help. I need someone to explain the requirements of a field on a form. That's all. The field has no guidance or explanation. No user help."
CS2: "I am sorry. I did not understand you. You need to call this other company."
ME: "I just did and they sent me to you."
CS2: "Then I am sorry. No one can help you."
So, to sum it up, no one could help me. They were forbidden to disclose information. They plainly didn't know. So I left both of these calls, having wasted about an hour of MY time, AND not having received any sort of assistance.
However, before I was able to hang up, I was asked to complete a customer sat survey.
*stunned* - why would someone ask for a customer sat on something where the customer wasn't satisfied?????
So I replied in the affirmative, and completed the survey.
Judging from the above conversations, how do you think they ranked??? hmmm????