Friday, November 20, 2009

"Polite-ing to Death"

That, for those of you that haven't seen it before, is a Southern-ism. Whereas if you angered someone in NYC they'd rip you a new one, in the deep South things are different. Especially with the ladies. If someone, especially someone with a whip hand over you, is unfair or rude, you "Yes'm" the hell out of them. Everything is said in a tone of deep respect, not a word out of place, leaving the angry person no ground upon which to stand. (I know that is grammatically correct, but English is so awkward that way, basing so much on Latin rules when it's not really a Latin-based language. But I digress.)

So why do I mention that technique? Because customer service in all walks of life has resorted to it as a means of dealing with a consumer, irate or not, and to be honest, I am sick of it.

As an example...today I received an email from my younger sister, B. I had drawn her name for Christmas this year. With four kids in my family, spouses and adult grandchildren, we went to this system several years ago. Much more sensible. Said sister lives in Georgia.

The day before we did the drawing, my other sister J and I were shopping in Kohl's. She spotted some serving pieces in a snowman theme, and remarked that they would be perfect for B, who apparently has a snowman fetish of which I was heretofore unaware. When I drew B, I knew what to get.

Rather than go to the store and pack it all up myself, I went online - how I do 90% of my gift shopping, btw - and placed the order. I wanted to send it early because a) it was on sale; b) I had the money; and c) not much sense giving a holiday item that will be immediately put away. So I placed the order, and watched the tracking to see when she'd get it.

The cheapest shipping option was Fedex, but the kind where they get it there, then give it to the USPS to deliver. This seems to me like a Montague trusting a Capulet with their goblet of wine, but there you have it. Since no one was home to sign for delivery, they had to go pick it up at the Post Office. And one of the two pieces I sent was shattered. Not broken, decimated. B. called Kohl's to report it and they said they would credit my card.

Naturally, I still wanted my sister to have the piece I sent, rather than the pieces it became, so I called customer service, using the number on my email confirmation. Which did not take me to regular customer service, but to Kohl's charge card service. I don't have one, don't want one, and if you own a store card that you don't pay off every month, you're insane. Their rates are usury, pure and simple. But they kindly connected me to the correct department, and I got a rep right away, a rarity that I found pleasing. And even better, I spoke to someone in the USA.

And got Polited. I wasn't upset when I called, I know that doo-doo happens, but this is the way we're all treated now. Everything was over-enthusiastic. Provide your name, and you'd think you just went potty on your own for the first time. Confirm your address and they're practically orgasmic. When I called Sprint awhile back, everything was "Thank you sooo much for that information!" The woman I spoke with at Kohl's was very nice. Don't get me wrong. She got the item re-ordered for me, and was delighted to find it was on a deeper sale and I would save two whole additional dollars. She exclaimed over the adorableness, and informed me she should order one (I was forcibly reminded of the Target lady on SNL!). She told me of her deep longing to visit Georgia, and thrilled to tell me there would be no shipping. All very sweet.

And it made me irritated where I wasn't before. Yes, I know, you're thinking it's perverse of me. However, I prefer to deal professionally. I'm not adverse to a little schmoozing of clients when there is a relationship there, as in our business. But with luck, I won't speak to Suzy Sunshine again. No relationship to develop. Instead, a call that could have been completed in half the time was elongated by all the verbal ego stroking.

I'll grant you, it's preferable to the surliness I was on the end of on another call today. Another company with whom we have no business, nor would we, attempting to fax our voice line. After six of these in rapid succession a few days ago, I looked up the number on Google, found their voice line (no, you really don't want to mess with me) and called. Spoke to a young man who was properly apologetic and guaranteed to take care of it.

Uh-huh. Got six more today. After the first two, I called them, and this time got a young woman. She informed me that I would need to speak with the young man again, and he would have to call me back. I suggested that while I wait on that, she could walk herself to the fax, or call wherever it is, and ask them to knock it off. She got very snippy, told me I'd have to wait for the call, and hung up on me.

That sucks as customer service. If he does call, I'll rat her out in a heartbeat...after all, they are harassing ME, interrupting my work, so what right does she have to be pissed at me for asking that it stop? I didn't use any rude words, or raise my voice. And if they don't call me, you can be sure I'll be on the horn to them soon.

But on the up side, at least I didn't feel like I was covered in sugar syrup when I got off the phone. Not a good feeling for a diabetic. :-)

1 comment:

beadntat said...

Oh HONEY! I just don't understand WHY you are so upset about this. After all, I have3 been over-trained to within an inch of my life to be sweet to you, SUGAR. It's just so NICE to have someone to talk to that will listen to me. My husband, bless his soul, never does. And thanks, Ma'am for shopping with us. Puhhhleasse do call again!!!

ROTFLOL!!!!!!! HeeHaw :-P