Don’t let systems destroy people

As I sat patiently then impatiently waiting for a company representative to call me with information about a significant repair to a major piece of equipment, I couldn’t help but wonder what was going on. After dropping the equipment at a dealership, I was advised that my advisor would call me soon with information.

Just before closing the next day, I received both text and email messages saying that I had missed my scheduled drop-off and please call to reschedule. When I called to say the equipment was already there, I was transferred several times before being cut off. I called until I got a general voice mail box, left a message and expected to hear something the next morning.… Read the rest “Don’t let systems destroy people”

Tagged anxietycustomer service