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Why do companies not respect existing customers? Wasted hours on helplines!


Article by Ceri Wheeldon

Frustrated customer on helpline

Why is it that when you call a ‘sales’ line calls are answered immediately, but once you become a customer or are in their ‘system’ calls are invariably held in a queue, or placed on hold.

I am having a bit of a rant today having spent many hours this week calling ‘customer services’ providers at two ‘communications’ companies. It seems that transferring my phone and broadband from one to another  has created a catalogue of errors.. the planned switchover did not happen…with systems errors being blamed and the old provider using it as an opportunity to try and offer me improved pricing to keep me. All in all it has been a shambles, each blaming the other and in the meantime no concern for the wasted time and energy in trying to get this sorted – or any offer of compensation. Although finally at least the ‘new’ provider is trying to resolve, some 2 weeks after the issue between the the two providers initially came to light.

Why is it that when you call a ‘sales’ line calls are answered immediately, but once you become a customer or are in their ‘system’ calls are invariably held in a queue, or placed on hold.

Why are existing customers not valued?

Why are existing customers not treated with as much enthusiasm and respect as potential new customers? This seems to be the case whether its phones, broadband, utilities or insurance. The potential new customer is where the effort is placed while existing customers with an issue are seen as a problem.  Is it because they know it takes effort to switch from one provider to another …although I have just been reviewing my various suppliers for services at home and have made substantial savings across the board- although switching has not been without its frustrations…but taking into account the savings I will make over the course of a year it has been worth it…just about ! I have had to be both resilient and persistent though. At times I have felt like giving up.

Will we ever  see existing customers valued by companies? It is interesting that more competitive prices are offered at the point that they are informed you are leaving . And why is that the  new business department rarely seems to be outsourced offshore?

Perhaps they would need to spend less money trying to attract new customers if they were able to retain existing customers with improved customer service…and respect!

 

 

Ceri Wheeldon

Ceri is Founder and Editor of Fabafterfifty.co.uk She is a frequent speaker at events and in the media on topics related to women over 50 , including style and living agelessly. With 20+ years experience as a headhunter Ceri also now helps support those looking to extend their working lives.

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