Four Heartbreaking Stories of Customer Service Agents "Not Allowed to Help"
August 14, 2017
In our #FreeToHelp project, we want to learn what frontline customer service agents can do, will do, and wish they could do to help customers. And while we are doing our best to keep our project positive, we have to know what's not working, too.
We won't be launching a #NotAllowedToHelp project, but I did want to learn about customer service agents being prevented from doing their jobs. So, I braced myself and Googled "customer service" + "not allowed to help." This search yielded 1,150,000 results, my friends. That's a lotta customers left in the lurch and a lotta customer service agents shut down.
1. Reps were not allowed to choose quicker shipping method so deliveries can arrive on time. A building contractor needed expedited shipping for a product, so he could start a job on time. However, customer service reps weren't allowed to choose to air freight the order--which would have enabled him to meet the customer's schedule--or find the parts from other stocking locations. Increased shipping costs weren't the problem. It's just that customer service reps weren't allowed to choose a quicker shipping method.
2. Comcast reps were forced to use a misleading script. Lots of customers have bedrock bad feelings for Comcast. The company's customer service has been lousy for years. In 2016, Washington state filed suit against Comcast for making misleading claims about its monthly "Service Protection Plan." The attorney bringing the suit believed that the customer service scripts given to Comcast representatives deliberately misled customers. Talk about not being #FreeToHelp or even speak the truth!