As an Instructional Designer, I am frequently asked to create courses that teach companies and organizations the importance of good customer service and why it is important to be aware of how the customer is being treated.
So why will I spend today on the phone or sending out emails correcting errors that should have never been made in the first place? All of these have to do with keeping the records up to date and correct.
How did you address it?
I have been a member of one organization for the past ten years. The envelope arrives addressed to both me and my husband. Really? You mentioned his passing in your newsletter last year. I sent in my renewal last month. Shouldn’t this be changed to just me? Oh, wait, I see, you addressed this letter to my old address as well. But why? The person sending out this letter also received my renewal of membership. Oh, you took my money but didn’t bother to update your records. I understand…
How long was that subscription?
Next envelope please. A renewal notice from a very well-known horse magazine for the discipline that I ride. Renewal notice? Why? I just subscribe two months ago. I open the envelope and oh, wow, my subscription will expire next month! Um, how is that again? If I subscribed for one year, why would it expire next month? Oh, wait, here’s this month’s magazine. I look at the address level and, sure enough, it expires next month! Wow! I will treasure this magazine – most expensive publication ever!
What did you call me?
I look at the last envelope. I can tell by its size that this national pen company has sent me another sample of their pens. But, no, I’ve been purchasing pens and calendars from them for the past ten years, and, how is this addressed? Pritty Pony Pastures. Really? You changed the spelling of my farm name? And since when do we spell pretty with an i?
So, here’s my dilema…is it just me? Or has the quality of customer care gone by the wayside?
Wandering minds need to know…
