When a long overdue and fairly large payment I was expecting from an account still hadn’t arrived late last week, I called its customer service center, which is not in the United States. Following is my conversation with a representative in accounts payable.
Service Center : “What ‘s your purchase order number?”
SC: “The invoice number?”
SC: “Is your company name ISSE?”
Geri: “No, it’s Brinsights.”
SC: “You gave me the wrong purchase order number.”
Geri: “I gave you the correct purchase order number. That was the exact number I got from my account.”
SC: “I have a different company name for that purchase order. Your invoice has been rejected.”
Geri: Huh? What are you talking about? Why was my invoice rejected? How do you know my invoice was rejected when you don’t even know my company name?”
SC: “The purchase order number you gave me is for ISSE.”
Geri: “You already told me that. Please help me understand what’s going on?”
SC: “The purchase order is wrong.”
Geri: “You’ve said that three times already. I need help.”
SC: “Stop gellin at me.” (I don’t mean to be disrespectful of people whose first language isn’t English. I disrespected this young man for his complete incompetency.)
Geri: I had enough. I hung up.I was borderline hysterical. Not only was the person on the other end unfamiliar with the English language, he had absolutely no interest in helping me. I wouldn’t call this a “customer service center.” I’d call it a travesty.
This scenario is being played out over and over in every area of our lives. Customer service is dead.