Customer Service Survey Response

What is the primary reason for the score of 3 you just gave?

The problem isn’t exactly due to your use of outsourced CS representatives from India and elsewhere, it’s due to their apparent disassociation with your organization. When they finally do come to understand what my request is, it seems they have no understanding, no empathy for my situation. They have no actual power to remedy the problem aside from some narrowly automated process. And certainly these issues limit their ability to excel in customer service because they are not aware of all the implications surrounding my issue; they haven’t the wherewithal or power to make additional corrections. If they did understand me fully I know that they could also offer other additional recourse that could VERY inexpensively solve my problem and make me feel incredible about doing business with you.

What could the associate have done to improve the service you received?

In this case in particular, they could have solved the problem on my first request. It took at least three phone calls to solve what should have taken one call. In fact, I’m still not certain my issue has been addressed, I may have to call AGAIN to confirm. Each representative used a requirement to speak with the primary card holder to put me off if even temporarily. I was able to comply two of the three times so I was able to continue, but the tone was obvious if not obscured by cultural differences. Finally, if they understood and CARED about me as a customer they could have offered me TWO additional services at little cost to you that would have made me extremely happy. Alas, I only realized that I could have asked for these things while filling out this survey and I fear it is too late and not worth my trouble to fight with you for it.