A competent customer service representative! Have you had such an experience?
By The Horse
@TheHorse (221449)
Walnut Creek, California
July 31, 2024 10:59am CST
Those of us "of a certain age" will remember when you could call customer service, get a person who was properly trained and spoke your language, and be off the phone within half an hour.
Yesterday, I had a medical insurance issue I needed to take care of, so I called the appropriate phone number. "Due to unusually high call volume..." I clicked on the option for them to call me back and went grocery shopping.
After about 45 minutes, I received a return call. "All of our representatives are busy helping other customers..." But I got a human within five minutes. She actually spoke English, but was not well-trained. She had attitude and reminded me of a stereotype "DMV Lady." After being put on hold a few times as she "checked on something," she told me that I had failed to (whatever)." "But I did (whatever), and then backed it up by checking to make sure it went through."
She showed me some more attitude and then said she couldn't help me. I asked if she could connect me with her supervisor. I was put on hold. After about 45 minutes on hold, I hung up and tried a different number.
The lady there spoke fluent English and knew what she was doing. She made some adjustments to my account, and told me about some things I had not known. I get a free eye exam every two years. And $300 toward glasses! I can get a substantial discount on OTC meds! If I get carted off in an ambulance, it's only going to cost me $250.
We chatted a bit, and I thanked her profusely.
After I got off the phone, it occurred to me how strange it was that I was SURPRISED that I got to speak with someone who spoke English, knew how to do their job, was kind, and was not a bot.
Have you had such an experience in recent years? Have you ever reflected on how our expectations (in various facets of life) have changed?
16 people like this
13 responses
@kobesbuddy (78871)
• East Tawas, Michigan
31 Jul
When I had good experience with a customer care service, I almost passed out!
3 people like this
@TheHorse (221449)
• Walnut Creek, California
31 Jul
@kobesbuddy I am currently talking to someone from the Philippines. Comcast is trying to raise my rates by 100 per cent.
1 person likes this
@kobesbuddy (78871)
• East Tawas, Michigan
31 Jul
@TheHorse Yes, a couple times I hit a home-run with a customer care rep.
2 people like this
@TheHorse (221449)
• Walnut Creek, California
31 Jul
Thank you. The strangest part was how I felt afterwards. I was both elated that I had gotten proper customer service and saddened that I was amazed I had received competent customer service. (Yes, @Just4Him, I removed a gratuitous "that" from my final sentence.)
3 people like this
@FourWalls (69944)
• United States
31 Jul
I had a great time yesterday! I called my credit card company and told them I’d like to “swap” my credit card limit on my two cards, with the one I use all the time having the larger credit limit and the one I rarely use having the smaller limit. She said, “Sure, no problem.” After the phone call I checked my app and sure enough, the two limits had been updated. Wow!
2 people like this
@FourWalls (69944)
• United States
1 Aug
@TheHorse — 
No, it actually went well.
The one where you’d say I was dreaming was the VA this morning….they did what I needed them to do and then CALLED ME BACK to tell me it was done!!!
No, it actually went well.
The one where you’d say I was dreaming was the VA this morning….they did what I needed them to do and then CALLED ME BACK to tell me it was done!!!1 person likes this
@LindaOHio (183959)
• United States
1 Aug
You should have seen customer service in the 60s. My mother complained about a food product; and a representative came TO THE HOUSE and gave her a whole tray of replacement products. The companies used to send a lot of free coupons when you complained too. More recently, I complained about a can of soup being too spicy or some such thing....I was told that it was my sense of taste that was at fault because their product control was very precise. WELL! Have a great day.
1 person likes this
@LindaOHio (183959)
• United States
2 Aug
@TheHorse Yeah right. They didn't even send me a coupon for a can of soup.
1 person likes this
@celticeagle (169703)
• Boise, Idaho
1 Aug
I worked in customer service for over 30 years. I was taught how to be a long-distance operator and enjoyed that job for many years. You might remember when you could pick up the phone and speak to one. I've also worked for HP and Sears. I am certainly glad you got one who spoke good English and knew her job. When I get one that doesn't I report it. I have also had to ask for another rep because I couldn't understand them.
@LeaPea2417 (37428)
• Toccoa, Georgia
31 Jul
I have had some good ones recently and I am grateful for that.
@RasmaSandra (81528)
• Daytona Beach, Florida
31 Jul
Haven't had the pleasure to have to talk to anyone from customer service lately, Glad you had a good experience,
@akalinus (43634)
• United States
31 Jul
I did once. I had a major computer problem in the early days of me on the computer at home. It was programmed wrong, the code wasn't right. I got a man I could understand and he understood me. He took me through seven hours of reprogramming the thing. It was tedious and I had to get each thing right. The time included a lunch break and another shorter break. He did not hang up on me. It would have been devastating if he did. In the end, I got the internet. I told him I love him and he said he loves me too. 
1 person likes this
@akalinus (43634)
• United States
31 Jul
@TheHorse I never again got that much help on a customer service call. Now it is robots who don't understand anything and tell you they don't. If I am lucky enough to get a representative, they either mumble or have a heavy accent that I can't understand.
I'm glad you got some actual help with your problem. It is rare these days.
