Not my Job?
- Submitted by Jim N. I recently accepted an offer to combine my telephone, online service and TV onto one bill. The offer would save me some money and allow for fewer bills. A great deal, if it worked. My long distance bills kept coming in, and when I called three months in a row, the billing office always told me that everything was ok and set up as it should be. They then told me (after 3 months) that it was my job to cancel my former long distance carrier. So I canceled my long distance carrier. I then found out my long distance calls were no longer going through; not to my former carrier nor to my new carrier - the same carrier who told me without exception that everything was set up as it should be, the past 3 months. I called the phone company yet again and this time spoke with the service department instead of billing. This fourth time, everything was finally corrected.
If my company had connected me to the right area within the company earlier, I would have been a happier customer. The billing department didn't have the knowledge, and I didn't realize I should be talking to the service department. Finally, speaking with the correct person corrected a problem that existed for 4 months.
Thanks for sharing your experience. This company's employees definitely had the 'not my job' syndrome - informing you it was your responsibility to cancel your old service (I know I didn't have to cancel my old service when I switched) and not looking beyond billing when they told you everything was set up as it should be, even though you continuously raised the same issue over and over. The employees should have realized there was a bigger issue when you told them you were still being billed by your old carrier. By being more educated in areas outside their immediate job responsibilities they could have avoided this situation from happening.
Your signed copy of The Service Journey is in the mail!
- Susan
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Posted by Susan Hoekstra at 6/3/2009 9:00 AM 
Categories: Customer Service Stories
Tags: Service Susan Hoekstra Service Consultant service training service consulting The Service Journey Customer service Poor service Bad Service Susan J. Hoekstra
Categories: Customer Service Stories
Tags: Service Susan Hoekstra Service Consultant service training service consulting The Service Journey Customer service Poor service Bad Service Susan J. Hoekstra
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