It was part of the plan that we have always had for Kollect – do more, go further, take that extra time to make sure that the customer is happy. It seems that people – Irish people especially – have become accustomed and acclimatised to poor customer service. They’ll often know in advance what response they’re going to get from a customer care agent so they just won’t bother contacting them at all.
How many times has a customer service agent told you that they couldn’t do something because “the system wouldn’t allow them”? That’s a lie, but to describe it less harshly, it’s a script. So many businesses now have customer care personnel that are simply reading off scripts and this is the main reason why so many customers have to utter that annoying but immortal line “can I speak to a supervisor please?”
It has to be about person to person, not person to machine or person to script. Everyone has a different circumstance and a different story to tell and it’s infuriating when you know that the person at the other end of the phone is not really listen. “Sorry sir, that’s just our policy.” “Sorry madam, we can’t override the system”. People are hiding behind scripts and Irish people are rightfully getting tired of it.
We shouldn’t be surprised when a business goes out of the way to help us – we should be surprised when they don’t!