I’m a person who retired from the business world where the words “Outstanding Customer Service” were our mantra.

Today, it seems that businesses, especially those in the service industry such as healthcare, utilities, repair businesses, etc. have no concept of what customer service looks like.

Often when I call a service provider after I get past the automated messages and get to a live person, I’m switched to the proper extension and more times than not, I get voice mail.

Now, I don’t know if the person I need to speak to is “on the phone helping another person,” “out of the office,” in the bathroom or lying dead across his or her desk. And, unfortunately, the operator is oblivious as well. Sometimes I’ve called back and asked the operator if the person I’m calling is even in the office and been told, “Oh, they’re on vacation this week.”

Now, if the operator could be given the insight of whether the people she is fielding calls for are available… if they are on the phone or out of the office … that would be a big help.

If I’m forced to leave a message on voicemail, it would be nice if I could get the return call within a few hours. Based on my inquiry, even a call back saying, “I got your message and I’m checking on your question and will get back to you by  … (insert expected time here).

Sometimes, I feel that my message has gone into a black hole and don’t know if and when I will get a response or answer to my question.

I get the impression that the system is set up to accommodate the business and not the customer.

If you are a business owner or in charge of employees who must interact with the customer, please, please, take this suggestion to heart.

 

Flena Rubalcaba

Cassopolis