Customer Impossible

Customer Impossible

Every time I answer the phone the theme from Mission impossible does a dance in my head.   I don’t know who’s calling but I know for the most part it has to be something complicated and and most likely an impossible request.  Now don’t get me wrong,   there is a solution to each and every problem,  but sometimes the customer doesn’t want to hear the truth – they live in la la land and think I can pull a rabbit out of my ass and just do as requested.  Yes,  I call this customer impossible.   

I’ve been in the customer service for over 20 years.   And I love it.   I love problem solving and  I especially like it when I get to turn one angry customer into a super happy one.   It takes special skills to work in this business,  one being patience and tolerance.  

I can’t disclose who I work for….well,  I guess I could, but I might get fired for doing that.  Let’s just say I work for a telecommunications giant that is one of the most hated companies in Canada and leave it at that.     I’ll admit that it sometimes bothers me when I hear or read or even listen to angry customers make comments  about this company,  one being  how horrible the service is  and how we just are on a mission to rip off consumers.   The truth is,  well, most customers don’t want to hear the truth or read their paper work.     They don’t take the time to understand the role they play In this whole deal.    For example,   customers complain that were unaware that they are signed up for three year terms on new contracts when no one told them that it would be renewed for another 3 years.  Really Mr. Customer – so you call me and yell at me at 4000 decibles that in oct 2009 you were not told you would be signed up for another 3 years.  You remember that conversation?  REALLY?  Bullshit!   Whatever you remember is moote dude – the fact is,  your terms are all laid out to you in your monthly statements – right there in black and while.  Read it dumbo - it’s all very transparent.   24 billing statements later and you never read your bills?  Who are you trying to fool?