3/27/2009
You Are Now Entering the Customer Service Twilight Zone
Have you ever had a communication exchange in business that just didn’t make any sense? A couple days ago I had an email exchange that made me feel like I had just crossed over into the Twilight Zone.
A trade association emailed me to find out if I would be renewing my membership for 2009. I emailed back that I would not be renewing. And here was the response -
Mr. Shorr, thank you for responding so quickly.
That was it: thank you for your impressively rapid rejection. What do you make of this remark? Are they being snide? Do they not care whether I renew? Do they value the speed of the response as being more important than the nature of the response? I’m baffled.
They might have responded by thanking me for my year of membership. They might have tried to change my mind. But compliment me on my fast response?
Why?
Conventional wisdom says almost any response is better than no response. Well, here’s an example of a response that falls beyond the realm of “almost any.” It is a place we call … The Twilight Zone.
Have you ever had a Twilight Zone business interaction? What was it like?
15 Responses to You Are Now Entering the Customer Service Twilight Zone
Hey, be happy it wasn’t the standard ending message from “Mission Impossible!”
Or, you could have fallen into the Middle Zone by mistake… just sayin’.
Robert, the Middle Zone makes too much sense for this conversation.
Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone
I don’t quite know what “Twilight Zone” means but the answer you’ve got has been written by someone who just wanted to deal with it in the shortest time. “Say at least something” – well, you are absolutely right, they should have better said nothing at all!
Hi Ulla, The Twilight Zone was popular science fiction TV program back in the 1960′s, hosted by its brilliant creator, Rod Serling. Often the plots involved normal, everyday people in bizarre but almost real situations – the “it could almost happen to you” kind of story. Creepy, scary fun!
Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone
Door appears in the middle of empty space. It opens. Robert Hruzek steps out.</em
Ulla, come to think of it, it IS like the Middle Zone!
Robert steps back through door. Door closes, quietly disappears.
Augh! left out a >! *sigh* So much for dramatic effect!
Brad, as always my mind goes blank when asked for an example, but I just had to stop by and say how much I enjoyed this post. A lovely mixture of humour and advice on good communication practice. Plus that video clip brought back many happy memories…
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Joanna, It’s Friday. Much better to be entertained anyway! Glad you enjoyed the clip.
Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone
Customer service twilight zone? Every time I sit on hold listening to crummy music and the occasional “your call is very important to us” message!
Nice one, Bill. It’s like a battle of wills between you and the customer service department. Much the same with many online chat programs.
Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone
I got caught in a closed loop with Stamps.com a few years back. Signed up for their service, a free trial I believe, and didn’t like the way the thing worked.
I canceled through their website, got billed. Emailed my cancelation, no response. Got billed again. Finally found a phone number, ‘can’t cancel your account till you pay us for the current month.’
Logic was used, “I canceled during your free trial. I NEVER SUCCESSFULLY PRINTED A STAMP.” The response – ‘Sir, it doesn’t matter if you use the service or not, the contract you agreed to….”
More logic, “I canceled last month, I don’t have to pay for this month.”
“Sir, can you prove you canceled? Have the confirmation email?”
“I didn’t get an email, look in your records, I’m there, I talked to Sylvia x2734.”
“Ah, yes I see that sir, Do you have the confirmation email?”
“Didn’t get an email.”
“Well sir then you’ll have to…”
The conversation went on for several weeks, through several phone calls and emails. I’m finally done with them, I think. And then I get the letter, “We’re sorry you’ve left. Here’s a special trial offer to try us again…”
I’m so disgruntled I loose hair simply remembering this thing.
Fred H Schlegels last blog post..Should You Brand By What Prospects Look For… Or By What You Want To Stand For?
Fred, What a story – sounds like something out of Franz Kafka. (He would have had a field day writing about 21st Century customer service practices.) It amazes me how some companies stay in business despite the atrocious level of customer care they provide. Airlines and phone companies, in particular, are their own worst enemies when it comes to customer retention. Speaking of Kafkaesque, I have a theory that in our area, all Comcast customers are disgruntled former AT&T customers, and all AT&T customer are disgruntled former Comcast customers.
Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone
It certainly gives a new meaning to Brief, Pithy and to the Point!
Barbara
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Brad,
If there is such thing as an award for the most pathetic and meaningless communication of all time, then you should seriously consider nominating your trade association.
Andrews last blog post..Should disgruntled staff kidnap the boss?
Andrew, Good input. Perhaps I should create such an award if it doesn’t exist. My guess is we would be swamped with nominees.
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