Quote:
Originally Posted by ScalyFreak
Very much so.
And admittedly, my opinion is somewhat tainted by spending nearly an hour yesterday on the receiving end of a rant about how my company has no right to make additional security checks before charging a credit card for nearly $2,000 and shipping it to an address the issuing credit card company had never heard of...  |
Oh yeah! I've done customer service, and I totally know where you're coming from. People don't seem to understand that the person they reach on the phone is not responsible for these sorts of decisions. They're made higher up. And in the case of good, but modestly inconvenient decisions like the one you mention, they also don't understand that this modest inconvenience is really there to protect them.
In the case of bad decisions, the customer service rep is the last person in the company to hear about it. This is why I have near endless patience with customer service - it's really not their fault, and in some cases they might not even have been told about an issue or decision.
As much as that sucks, and as much as it can hurt the customer service experience for the end-user, complaints should be lobbied at the higher-ups, not the person on the phone.