Posts tagged “customer service”

Can’t change address

Today’s Change-of-Address screwup is Verizon Wireless. I changed my address online more than two months ago. Still getting bills sent to my old address. Went to their website and verified that, yes, in fact, they DO have the correct address. Contacted customer service who told me that they have my old address in their system (when I’m staring right at the NEW address in their system). I sent them a screen grab of what I was seeing to prove it.

We received your recent e-mail notifying us of your change of address. This address has been updated, and future bills will now be mailed to your new address. If your contact numbers have changed, please email us back with the updated numbers.

Not exactly what happened (I sent them an email with the information that was already in their system), but if it does the trick, I guess that’s good enough. I can’t believe how many places I have had to go through the change process twice. Sad, really.

Very overdue, they said

Last week I got a call from AT&T, droning that my account was very overdue, and with that highly trained “When you will be able to make payment, Mr. Portigal?” – very confusing because of course I had been paying all my bills. Went and pulled the bill (yeah, I keep all that stuff) and it turns out I’m on automatic debit. So…I call them up and go through the usual voice mail hell and multiple people and eventually I am told “You were removed from automatic pay on /date/” – What?????????

I was a little uppity and demanded to know why they hadn’t let me know I was removed, so that I could make some other arrangement to pay my bill before it became overdue? They had no answer. They didn’t know why I had been removed, but they saw that it had not been paid for 2 months or more, despite being set to “automatic pay.” Did AT&T screw up? Or did Wells Fargo (imagine that?) cause the problem. I have no idea.

Now I’ve got to re-enroll (someday, when the damn form comes in the mail) in automatic pay.

After I hung up from the lousy support person, I went to the mailbox and there was yet another bill, telling me I was overdue, and had been removed from Automatic Pay. It then said “a letter explaining this will arrive shortly.”

No such letter has arrived.

What a broken system!

FreshMeat #13: The Name of the Game is the Name

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FreshMeat #13 from Steve Portigal

               (__)                     
               (oo) Fresh                  
                \\/  Meat

Gimme gimme gimme! Gimme FreshMeat, Gimme FreshMeat!
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Over the last couple of years, the Safeway grocery chain
has attempted to improve their quality of service by
addressing customers by name. You see, if you use their
loyalty card, or if you pay by debit or credit card,
they retrieve the text of your name and print it on
your cash register receipt. Checkers are required to
thank you by name, which they read off the receipt,
before they hand it to you. This doesn’t work so well,
because it takes more than a few seconds for some
checkers to read some names, and that delay at the
conclusion of your service is intolerable. Add to that,
an increased likelihood of having one’s name mispronounced,
and you’ve got a customer service failure. I mean, if I
had a dime for every time they’ve called me “Mr. Portugal,”
well, I wouldn’t have to shop at Safeway!

(This customer service problem was parodied by Saturday
Night Live back in 1992. You can read a transcript of that
sketch here.)

Recognizing the long-frustrating problem of
mispronunciation of names during commencement ceremonies,
schools like Baylor and Worcester Polytechnic Institute use
the web to collect phonetic spelling info from their grads.

The need is clear, and the technology is ready. Products
like Espeech and Orator II can begin to solve this problem.
The technology that translates text to speech actually
builds a sequence of phonemes (the basic speech sounds
used in a language) that could be spoken (by a speech
synthesizer) or output as phonetics. Just add another
field to all those databases of customer names. Let the
software take the first stab at guessing how to pronounce
the name. Checkout clerks and telemarketers would be
shown a pronunciation key at the appropriate time. If
the customer offers a correction, update the field.

If the companies that consumers do business with (airlines,
grocery stores, phone companies, banks, etc.) are going to
be addressing them by name, is it really so crazy to spend
some money getting those names right? Safeway obviously has
an inkling that they could deliver better service and forge
the right relationship through judicious use of their
customers’ names, maybe they need to step up their efforts
just a notch or two, and get it right.

If you are interested in ideas for products and services,
check out http://www.idea-a-day.com/ (updated daily, as the name implies, or available as a daily email), or
http://www.halfbakery.com/ (looks cool, but kind of
impenetrable UI.)

Update:
Received February, 2002 from Steven A. Burd, Chairman, President, and Chief Executive Office of Safeway, in response to a faxed copy of this issue of FreshMeat.

Dear Mr. Portigal:
Thank you for suggesting that we use some of the new software that translates text into speech, in conjunction with our ongoing customer service initiatives. We appreciate your interest as a good customer whose name has been mispronounced occasionally by our clerks.
It’s an interesting idea, one we have considered before – but using voice recognition technology, the opposite of what you propose. To be honest, we haven’t pursued this since our initial research, because the applications available at the time were expensive, slow and ineffectual. While we have similar concerns about the technology you mentioned, our industrial engineers may wish to visit the two web sites cited in your newsletter.
Meanwhile, we’ll review our stores in your area to be sure any employees who are having difficulty thanking customers by name receive remedial training. If our clerks are unsure of how a name is pronounced, they are to ask the customers. Admittedly, this is a low-tech solution, but it seems to work well.
Thanks again, Mr. Portigal. We value your constructive criticism, and the friendly spirit in which it is offered.

Update:
As we automate our lives, swallowed in a bottomless maw of voice-mail, it’s hard not to heed that little voice telling us to listen

Susan Sward
Sunday, October 18, 1998

Mother used to say that by the time people die, the world around them has often changed so much that death does not seem so terrible. I thought about her comment off and on when I was growing up — partly because I wished that the world where I had played in the 1950s would remain unchanged forever.

Soon enough, I realized that wouldn’t happen. There were the darkened, tree-lined streets of Santa Monica, for example, where my sisters and I ran barefoot chasing after the neighborhood boys. The magic of that mysterious realm was lost forever when the city installed street lights and switched them on one evening. Lately, though, my mother’s observation has been haunting me — because I fear the inexorable march of the machine.

News item: Bank says it will introduce cash-dispensing machines with new software to recognize customers’ faces.

News item: Three industry giants are pioneers in using speech-recognition technology for services such as quoting stock prices over the phone, switching a caller to the right department and reporting the whereabouts of a lost package.

News item: Later this year, many callers wanting flight information from an airline will not speak to a person but to a computer that acts like one.

News item: The Mill Valley Public Library installs an electronic checkout system removing the need to deal with a library assistant when borrowing many of the facility’s books.

FreshMeat #3: We Love To See You Smile

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FreshMeat #3 from Steve Portigal

               (__)                     
               (oo) Fresh                  
                \\/  Meat

Give the gift that reeks of love…give FreshMeat!
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Sometimes you can’t see the forest for the cheese
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Recent news reports state that McDonald’s
“now has another problem: customers turning away in
droves because they don’t like the way they are
treated…the problem could be responsible for $750
million in lost sales every year.”

Now, if this were a talk show instead of email, I could
slowly lower the paper from in front of my face, and
raise my eyebrows in a look of sardonic significance.
But we’re stuck here, aren’t we, so rather than defining
a new emoticon for the reaction one has to really obvious
news stories, let’s look a little deeper.

I don’t think any of us are surprised. Customer service
at McDonald’s (indeed, all QSR chains — Quick-Serve
Restaurants, industry jargon for “fast food”) is
terrible. If we’ve patronized those places, we know the
story. The frightening question is how can McDonald’s
seemingly just be figuring this out?

In my work, I’ve interviewed QSR staff, store managers,
regional managers, and corporate folks. The higher up
the organizational ladder you get, the less focus there
is on the customer, and the more there is on the food.
They gauge their own success by such factors as speed
(kitchens feature overhead countdown timers and alarms),
temperature, and consistency. The customer focus may be
as simple as “clean.” One regional supervisor told me
that their best employees work in the kitchen. All a
counter employee has to do, they said, was be able to
count (since they handle the money).

In the space we have here, I think the point is this:
There but for the grace of God go each of us. Every
company has made specific, often implicit, choices about
what to be excellent at. And neglected others. McDonald’s
chose food over customers. Now they are realizing that
they have been paying a price for that. Many
organizations never get to that point of self-awareness,
and may continue to neglect something crucial that is
holding them back. The humor in the news story comes from
the fact that we could see what McDonald’s wasn’t able
to. Have the laugh, because you deserve a break today,
but maybe we can apply the lesson here to our own
companies.

Postscript: check out “The Deep End” starring Tilda
Swinton to see a current portrayal of customer
service. Often it is played for comedy, but here
the difficulties of getting help over the phone turn
into horror.

Series

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