Last night at dinner a good friend related a customer service story that just happened. It had been snowing so he and his wife chose to stay home and just watch the local team play ball on TV. Drinks, popcorn warm clothes and they were ready. Clicked the remote and nothing, the television turns on but no picture or sound. Well like all of us we think it is something we are doing, so he repeated the process. Guess what the same results. Okay so he then decided to call customer service for his dish satellite service and see if they can help. A pleasant representative answers the phone and listens to his problem; she asks if it is snowing? Yes he replies, does that manner is his response. She then explains that snow on the dish will inhibit the signal and told him to go clean the snow off.
My friend lives in a three-story condo, the dish is on the roof and he is in good heath at the age of 79. What would you do? He asked for a supervisor that explained they could install a heater for the dish or they could send a technician out but would have to charge for the service. The other choice is wait for warm weather.
Everyone at dinner laughed at the absurdity of the story. How would you handle this customer service scenario?
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