OK, customer service is part of life, of business, of healthcare, of just about everything. While some organizations make it a priority to deliver the best customer service experiences possible, others not so much.
Then there is the occasional clinker – a rep who is just blatantly rude or offensive or shows, by attitude and tone of voice, that he/she really just doesn’t care.
We all deal with this and usually, just manage or get another rep for help.
I had an experience with a diabetes device company’s customer service (CS) department this week that stunned me … actually took my breath away. I won’t mention the company (for ease of this blog, I’ll call it M) but I’m on the Loop so you can figure it out. I had bought my M pump used from someone who no longer wanted to use a pump. It was out of warranty and was barely used and it works just fine.
I then tried to buy supplies from M, through their order line. I received a call that they can’t fill the order until the pump is registered … I was transferred to CS … so far, so good.
I gave the rep the pump serial number and he informed me that the pump was not registered. Well, duh, that’s why I was talking to him. I was polite and explained that I had gotten the pump used and just wanted to buy supplies. That’s when the tirade started. “Where did you get this? Did you steal the pump? Are you in the black market?” He was getting worked up.
I said that I thought his tone of voice was getting very accusatory. He said, “Yes, it is! You can’t just have […]