What happened to Customer Service?

June 14th, 2017 by

Call me old fashioned, but I really wonder what happened to customer service.

Since communicating with a major company for customer service by using twitter is all the rage, I tried it after getting absolutely nowhere for the umpteenth time with QuickBooks customer support.

What I have found would be called “lip service”, if the responses were actually coming from someone’s lips. I call this instead tweet placation. It’s really not the customer experience I was hoping for.

Someone sitting is a cubicle somewhere types a reply to a tweet saying that they care about my concerns. Of course, their goal is to take the conversation off-line where it is no longer in public view.

But, after their fingers type the words “I’d like to address your concerns”, their fingers seem to freeze. Obviously, those same fingers used to type cannot seem to be able to push buttons on a telephone. All I want is to have the conversation needed to address my concerns.

Do I need to tweet to get customer service?

If you follow me on Twitter (and many people do), I’m sure you were either annoyed or entertained by my attempt to convince the fine Customer Service Cares peeps at QuickBooks to go low-tech, pick up the phone and actually try some Customer Service for a change.

For those of you who were really annoyed, I am truly sorry to have burdened you. For the Customer Cares people at QuickBooks, the fact that you didn’t bother to call me back after repeated requests, doesn’t surprise me in the least. Especially considering your premium customer service wait time on the phone is 4 hours. What happened to the kind of customer service we deserve?

For those businesses out there who are considering QuickBooks, I strongly suggest that if you can find an alternative, do it.

And for all those businesses out there who respond to customer service tweets with lip service, please remember that customers are not flamingos and can see through your tweet placation. It’s an on-going lament? What happened to customer service?

 

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