The Give And Take Of Customer Abuse
Sydney Morning Herald
Monday March 6, 2006
TIM works for a life insurance company "whose levels of service have plenty of room for improvement". One customer called recently to query a letter sent to his father, says Tim. The letter said: "Your direct debit has been dishonoured; the reason given by your financial institution is 'client deceased'." The son had actually claimed on his dead father's policy six weeks before the letter arrived.
We weren't surprised to receive more negative than positive emails this week when we opened discussion on customer service.Jude and her colleagues experienced a spectacular example at a toll booth on the Harbour Bridge. Realising they had no coins, they switched lanes at the last minute to a "Change Given" booth. "Pulling up, the booth operator was swearing profusely at us: 'Go back to your f---ing country you f---ing people who don't f---ing belong here'." How did the operator know they were foreigners? "We were in a consular corps-plated car with overseas officials." Thea's mobile phone had to be repaired five times in one year after it kept malfunctioning, but the store owner still didn't want to replace it. "He eventually suggested I had broken the phone with my 'energy fields'," says Thea. "Apparently 'some people' can do this."The zip on Gillian's new bag broke after one weekend of use. When she took it back the salesperson said, "For the amount of money spent I shouldn't really expect anything else."There were examples of good service, too. Ross was having troubles with his internet modem. Before he could complain, the internet company called him because it had noticed a problem from its end. "I was astounded."Interestingly, there was a flood of complaints from those who work behind the counter.Sarah was working in a department store cosmetics section when a well-dressed woman tried to return a $20 lipstick that had been used. "I told the lady that I was unable to give her a return. She screamed at me: 'You're just a monkey behind a desk! Monkey, monkey, monkey!" "I work at a supermarket and am dumb-founded at how some customers smell," says Samantha.Terry, a directory assistance operator, says she and her colleagues often receive "appalling abuse" from callers. "Customers ring White Pages wanting 'the pizza shop down the road from the BP'. How are we supposed to know which pizza shop customers mean? We don't know the babysitter down the street, we don't know the doctor 'up the hill', we don't know what your ex-girlfriend's name is now she is married, we don't know the time in London, we do not give phone sex."THIS WEEK: You are NSW roads minister for a day. You can add, abolish or change one road rule. What do you do? Post your legislation at smh.com.au or email dhiggins@smh.com.au.
© 2006 Sydney Morning Herald