Non-existent customer service
Published:Saturday | November 10, 2012 | 12:00 AM
THE EDITOR, Sir:
I sometimes wonder if all customer representatives for various companies in Jamaica receive the same training. They are supposed to be able to resolve the queries of customers, but to my detriment, they know no more than the customers themselves.
When you dial the toll-free numbers for customer care for Digicel 4G Broadband, Jamaica Public Service Company, the National Water Commission and even Scotiabank, you are asked to either wait indefinitely without an explanation or they are unable to provide specific details about your query.
When asked about the time period in which I could expect resumption of my Internet service considering it has now been 13 days since I lost service because of Hurricane Sandy, one Digicel customer-care representative told me that she was sure that technicians are working but she could not provide any details on when I could expect service. She also failed to provide details on how this lack of service will reflect on my next Internet bill.
I could tell similar stories of my experiences with the other companies mentioned. The only way you get any information and assistance from some of these companies is if you know an employee - 'a links' --or if you pay an employee directly and off the books - 'a roast'.
Why are these employees and services referred to as 'customer care' when they do not actually care about customers? They behave like robots and simply repeat what they were told.
How can we develop as a nation when reliable, efficient service is only a wish? These companies depend on customers to make a profit; they should remember that.
Kenisha Karram
St Mary