· Communication,Expectations,Obstacles,Customer Service,Results

“My supervisor will tell you the same thing!”

This is the answer I received while speaking with a technical representative working at a call center. She couldn’t resolve my issue and said someone would get back with me within 24 - 48 hours.

After some prodding, I did finally get to speak with her supervisor who then worked with me for 90 minutes and did, indeed, resolve the issue. While the end result was achieved, should it have been this difficult?

But the bigger question is how am I made to feel as a customer? What will become of my loyalty to this type of service? Would those performing technical functions be better served embracing the notion that while they have technical expertise, their ultimate role is actually in customer service and therefore should focus on serving the customer with respect? How does your company treat their customers?

"Ability is what you’re capable of doing.

Motivation determines what you do.

Attitude determines how well you do it.” – Lou Holtz

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