Ellen Phillips is a retired English and speech arts teacher. Also, as a professional storyteller, Phillips credits her "tale-telling," as well as her natural theatrical flair, for the creative and humorous touches found within her books. She attributes her consumer zeal, assertiveness, and tenacity to her early battles to overcome crippling polio and nephritis. However, Phillips maintains that she owes her tenderness, compassion, and concern for the underdog to her family and, most especially, to her grandchildren. She credits her husband, Bruce, for his patience and stamina in putting up with her complaining nature.
For those of you who have read Shocked, Appalled, and Dismayed! or who have listened to my (I hope) words of wisdom in the media, you know how I feel about some aspects of the service industry and most all attitudes of customer service itself. So what, you may ask, is wrong with customer service these days? The term actually stood for something in years past, but now, in many instances, it’s become an oxymoron (often with the stress on the last two syllables, I might add). I can remember a time when I walked into a store and employees converged from every point to assist me – so much in fact that I wished they’d all go away and let me look at the merchandise in peace. Little did I realize my wish would be literally granted and seemingly forever. Or I’d call to speak with a trouble-shooter and know I’d be helped. Now we hear the proverbial elevator music and, even assuming a real person eventually comes on the line, he or she often misinforms, promises to call back, or in a worse case scenario, refuses to help at all.
Who cares if you sit by the phone, endlessly dialing twenty-four menus and ninety-nine options? After all, it’s your valuable time flushed down the toilet and your vile curses that’ll make friends with the pitchforked, hoof-toed, and evil one upon your death. I assure everyone reading this that many folks on the other end of the phone could care less about the state of your moments (or hours) in time and they certainly don’t give a rat’s patootie about where you spend eternity!
In a kinder, gentler past, consumers could expect service with a smile.
They knew they could expect a speedy resolution to a question or complaint. Not so these days. Whether because of company downsizing, employees not taking pride in their jobs, uninformed or overworked personnel, or those who are simply rude and uncaring, the consumer often ends up on the short end of the stick. And it doesn’t matter, either, whether you deal with a large corporation or chain or your local jewelry store. There certainly are lots of folks who are fantastic with their customer service positions and who don’t fit into this "oxymoron" category but, unfortunately, they often seem to be in the minority and again, the consumer is the loser. Retailers book over a staggering $2.5 trillion a year in sales. One would think they would show a more customer-friendly face to us, but they now average a less-than-satisfactory seventy-one out of one hundred percent ratio. So regardless of their attitude stemming from ill manners (a sad commentary on society) or a lack of respect for consumers (even worse), don’t continue to be the underdog. Not only should you complain about these individuals with whom you unfortunately come in contact, but then take your business elsewhere. And make sure you tell the manager in person and the Head Honcho in writing that you’re doing so and why.
