As a VA and Work-at-home customer support representative, I get to hear what customers say about "big company," customer service. I find it very disturbing that most of the complaints are about how representatives aren't friendly, they are just doing their jobs, they tell you things just to get you off the phone, and they really don't care.

Yesterday, I assisted a customer that clearly had a large issue: he had purchased a phone from our company and only used it for about two weeks and then it stopped working properly. He is heading into his fourth week of calling trying to get a resolution. Although I wanted and tried to find all the resolutions I could to try and fix his issue, there was nothing I could do. I had to stick to company policies and procedures. I followed them to the "T". I checked to see what we had in stock and there was nothing to send out. I already knew before I even heard his ranting and raving that there wasn't much to be done because the fact of the matter was, the type of phone kit we needed to send out to him is rarely in stock. As per company procedures, I offered him my apologizes and finally after he vented for about 10-15 more minutes, I thanked him and ended the call. What stuck out the most about dealing with this customer wasn't the fact that he was being irrational and cursing. It wasn't that I had heard this story a million and one times. It was the feeling of helplessness I had. I felt that I had nothing to offer him...I didn't like that feeling!

I said all that to say this...when dealing with our own practices, make sure you can offer your customers or clients something more than the typical, "I'm sorry." Because when it all boils down to it, saying those words is like riping a band-aid off an already sore wound. Be prepared to go the extra mile and do whatever you can to make things right. As VA's we can show the big companies a thing or two about; courtesy, respect, loyalty, and customer satisfaction. Give the "big dogs,' a run for their money. GO VA's!!!!

One divided by,

I set my standard of customer service based on the big companies (or lack thereof by some). If one of my clients has an issue or needs resolve I go the extra mile. I have even helped one of my clients solve a phone/internet issue because she knew my husband worked for a big telecom and I was able to find contact information that is not generally available.

I completely agree about courtesy, respect and satisfaction because in our business if your client is not happy with you, they will look elsewhere. You catch more bees with honey is generally my philosophy.

Unfortunately for those folks working in customer service they must follow their guidelines or lose their job which in this day and age is frightening. So I also try to be understanding when attempting to resolve issues as well.

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Lee Drozak
My Office Assistant

one divided by -

Not a fun task to do at all. Hope you have lots of other good reasons to stick with this company. And you are so right about how we VAs can learn from this. We're the antidote to inhuman treatment by the big corporations! Seriously, presenting yourself as non-corporate and personable makes a lot of sense for VAs.

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Mary H. Ruth/Virtual Writing & Communications
http://www.writingVA.com

After reading your post I feel a little guilty. I have been that person who loses my temper, that is why I am trying not to ever put myself in that position. But if I am ever in that situation I hope I remember how I felt and respond apropriately.

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Helen
H & L Bookkeeping & VA Services