"To be fair, you're only paying for regular service." Yes, that was the explanation I received from my internet provider when I went through an entire week of constant internet interruptions. Not, "We're so sorry, Mrs. Chavez. We'll get right on that." No, I got the "To be fair, you're only paying for..." excuse. It turns out that the $150 modem I bought just a few months ago because it would handle the web streaming and mutliple open windows I work in was too high-fallutin' for the cable company's service (which is the fastest internet connection they have). I also kept getting the "We'll have someone out there between noon and Thursday" waiting period. In all fairness, the worst one I got was, "We'll put you on standby for tomorrow. But someone over the age of 18 will have to be there between 8am and 9pm." You heard that right...8AM to 9PM. What the hell?!
The cable companies still haven't grasped the concept of good customer service. I believe it has to do with the fact that, if you want cable, they are the only ones around in specific areas and, therefore, you're stuck with them unless you want to pay the higher price for satellite. Actually, we have satellite instead of cable, but I had to go with the cable company to get the faster internet connection. Listen up, internet providers...twenty times the speed of dial-up is still sssssssllllllloooooooowwwwww.
When I explained that I work from my home office and need to have my internet connection working or I lose money, that's when the (ahem) customer service representative told me that I was only paying for the regular internet service. For $50+ more a month, I could still have had crappy internet service, but they would have made a point to fit me in their schedule sooner. THAT'S customer service? I believe someone has been seriously misled in THAT department.
No matter what a person is paying me, I am going to give them the best possible customer service available because they are the reason I have food on my table and a roof over my head. I don't EVER feel the need to explain any shortcomings (not that there are any, mind you) with "To be fair, you're only paying for...". If I do, just shoot me! Because that's when I've lost touch with reality.
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