Sometimes all we want to know is that it sucks. I only say that because when it comes to customer service we hear well we have to follow the process.
So here is how the conversation goes.
"Well what is the process?"
"Really aren't sure."
"Okay isn't it your job to know."
"Well they change the process so much that I really have stopped following."
"So I am in this crappy situation and there is really nothing you can do for me?"
"Well sir the process is beyond our control and I really think that you should just call the 800 number."
Just imagine a difference if you could make a difference.
"I am sorry sir that it really sucks. Here is what I know about the process and let me call the 800 number with you and see if I can find out more information."
May build a different feeling about your business.
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