Customer Service or Customer DISservice

Just recently my parents decided to make the switch from using a land line to taking on a second cell phone and becoming completely wireless.......great! Except there was one thing keeping them from being on their way to joining all of us "youngsters" in this seemingly wireless world......they hated it! They found the cell phone was uncomfortable when talking for long periods of time......one of the phones would always be missing........the only good thing was they could text each other when they went shopping to see where the other was located....haha.

So now the seemingly simple process begins of getting their number switched back to to their land line (they are using the same carrier for each). Simple........ahhhhhhh........NO! And here is where I get into why these large service companies need to restructure their customer service technicians so they are able to handle calls from older generations. My Dad (69) is still very with it and sharp.........but he ended up spending countless hours on the phone with these people......most of the time being placed on hold and sometimes having those calls just drop for no reason.......now he needs to call back and start the entire process again! Remember, this is just to have a cell phone number switched back to a land line. He knew exactly what he wanted done.......but because most of the customer service people are a younger generation........just happy to have a job and usually pretty miserable........they would usually just push him to another department or person. That isn't everyone......there are really good folks that are willing to go out of their way to help.......but 9 times out of 1o you won't get that type of person.

What my Dad really needed.......and there has to be some type of start-up opportunity in this......was someone who would be a lot more patient with him and ask questions like "OK....if I'm hearing you correctly......you need this?" or "Just so I understand......here is what you are saying and here is the procedure we will take to ensure you are getting what you need"...........not "Sir......I'm not the right person......I'll transfer you". Even the managers would do this! Can you believe they had my parents go with out a phone for 4 - 5 days.......they said the number transfer needed to go through from the wireless to the land line..........after the land line was installed........they said the Internet would not be able to be used for over 2 weeks!!......and......they were going to be charged over $300 for all of this......Unreal!

Finally.......after two weeks of going back and forth with the wireless division and the cable/Internet/phone division.........we were able to get to the right people and have the problem resolved. We finally reached the right person who was willing to work with us and help as much as they could...........we were able to have 90% of the money credited back to the account.........the Internet was turned on today!.......and the land line is up and running.

Tips:

* If you do need to call a large companies customer service center, make sure you get the name and extension (if they have one) of the person you are speaking with.

* If they say they are going to transfer you.......make sure you get the number they are transferring you to........and ask them to stay on the line with you to be sure the call gets connected.

* Be as clear and to the point as you can. Make sure you know what you want to have done or say prior to the call.

* MOST IMPORTANT! You are the one that is paying for their services.......not the other way around......be sure you completely understand or get exactly what you wanted before you hang up!!

I hope this helps save some time and headaches! :0)