In any battle, the generals in charge of the plan are important and the front-line officers are the ones who execute that plan successfully or not — but when it comes right down to it, the front-line grunts are the ones who actually get the job done.
It’s time the business world learned that it’s the front line that matters, too. I’ve had three recent customer-service experiences that help highlight what I’m getting at.
First, I had an interaction with Amazon after I found out my Amazon Prime membership was increasing by $20 when it renews later this year. I’m not revolting against the change. I’m not a big fan of higher prices, of course, but I understand that after several years, a company may need to adjust them. But I did look online to see if I could take advantage of renewing my subscription early or possibly buying multiple years to lock in a lower price. Unfortunately, there were no such options online so I decided to write to Amazon.com. I asked them about early renewals and suggested they offer multi-year discount packages because they would probably sell a lot of them to people like me. In no time at all, I had an email from an employee telling me that they completely understand what I want to do but neither option is available through their customer service system. They did offer to refund me $20 if I write back to them after my renewal date finally comes up, to help me out for one year, at least. That’s awesome and I greatly appreciate it. But why isn’t something like that available online, since Amazon is an entirely online company, or at least available to their front-line troops to help boost customer satisfaction?
Second, I had a run-in with Apple over their iMessage system, which I tolerated as an iPhone user and now despise as an Android convert. Apparently, when you migrate your number from an iPhone to a Droid, Apple’s system has difficulty breaking up with you and glitches abound. Anyone with an iPhone who tries texting your number will see that an iMessage was sent, but it never actually gets delivered. (iMessage, apparently, is much like the Eagle’s Hotel California. You can check out, but you can never leave!)
After completing my online research to find I’m far from alone with this nuisance and attempting a few fixes myself without getting anywhere, I entered into an online chat with an Apple Care employee. They were very friendly, understanding and as helpful as they were allowed to be. Apparently, they did all they could at their level, and suspected something else needed to be done, but it wasn’t a task they were allowed to complete. So they had to “elevate” my problem and arrange a time for another customer service representative to call me. This second employee and I connected by phone the next morning and they took about 5 minutes to run a system check on their end and do a forced cleaning to try to break my phone number away from their system. I’m not sure it’s worked 100 percent, but things do seem better overall. The problem is, why couldn’t that front-line employee push a couple of buttons and wait a few minutes with me while their system processed the cleaning? They knew what I needed and probably how to do it, but instead they had to “elevate” my problem. What too many companies don’t understand is that elevating a customer problem generally just elevates a customer’s frustration, as well.
My third customer-service runaround in the past week has been with SiriusXM Radio. Their online administration system was so screwy that I finally sent them an email complaining about it and noting that they’re worse than Comcast – and that’s a pretty harsh statement! I finally ended up on the phone with one of their employees, as well. The only good news in this case is that although the front-line access via the Internet was useless, the front-line person on the phone was able to do everything I needed. In a nutshell, I was looking at canceling a couple of subscriptions and changing the terms of another. After listening to why I was making the changes to my account, the customer service rep made some suggestions on how I could cancel just one subscription, keep the second one active and change the third. It all ended with me feeling that I got a deal that was good enough to keep me satisfied and keep Sirius from losing more than one annual subscription. I initially wished I could have just dealt with it all online, but the woman on the phone did such a good job that it made me realize there is value in human interaction when it comes to customer service.
I always do my best to never take out my frustrations on customer service representatives, whether in an online chat or on a phone call. These are people trying to do their jobs and often when they can’t it’s because of some policy their company has in place to contain their employees rather than empower them.
But the customer service war — just like any other battle — is won on the front lines. So if you have an opportunity in business to empower those grunts then please do so, even if it means telling a few generals that they just aren’t as important as they might like to believe.