CT

Jul 28, 2017

Customer Service = Repetition of their Customer Service Policy

You have a perfectly lawyered Customer Service Policy that was followed so closely, that it forgot once thing...Customer Satifaction!. Isnt that what it is all about when someone finds themselves in a jam. I will start by saying, with the exception of one incredibly nice woman, the people I spoke to have been trained to do nothing more than follow and recite this policy of what they are NOT able to do. And recite it over and over - they simply followed it to the letter of the policy, forcing me to loose $300, a $50 parking pass and not be able to attend a concert as the ticket algo allowed for me to rcieve 2 or the 4 tickets i purchased, with hours before I had a chance to do much. So in the end, I was out of money and disappointed 3 kids to miss a concert with their dad. When a Service Rep and 2 "Managers" can do nothing but recite the "policy" of the website over and over, almost robotically, without finding a solution, I think you might as well not even have a customer service department. Great customer service makes great companies, they find ways to fix things for customers rather than relentlessly standing behind policy when it will hurt a customers experience. Thats what makes those company's great, even iconic. With my experience, they didn't, couldn't provide any options or relief, or show that they are a company destined to greatness by turning bad situations into great outcomes when things go wrong. As a professional private equity investor, I was shocked by the banality of this team, but in particular the Manager. To the owner of this site, they are all great - they didn't cost you a dime. That said, (the person who apparently was the least senior of the three poeple I spoke to) had the most wonderful attitude and sympathy for the situation. She was a human, not a robotic person siting the legal code of your website. I give her 5 stars for her kindness. The manager above her at least tried, but needed to be pushed. But the most senior of them all was the most offensive. "The Manager", told the customer service rep to tell me before he even would take the call, that he could do nothing. Now thats a curious human being managing the best interest of the company...He is literally so important and busy that it was not even worth taking the call to make a bad situation better. Good start!. This manageris is not a team leader, an executive, or a person that should interact with customers. Zero ability to think creatively on how to fix a situation so 3 kids didnt have to miss out on a concert bc the computer algo sold the same tickets twice. His repitition of "policy" and ability to explain nothing, do nothing or offer nothing but to look at emails and explain all the reasons why I was wrong and why he really could "do nothing", was just classic and should be in every Business School's class on Marketing under "what not to do when staffing your Customer Service department". It should be a case study for every MBA starting a new website or tech company. He is literally the opposite of every executive that has been trained by companies like Apple. The service team of this company should be flipped upside down and sales would boom. The person at the "bottom" who needed to pass me up the chain, should be "the manager"!! and maybe one day it may be able to have a great brand. Very dissappointing and I hope this makes it to the ownership of this company should they care to make their website stand out among a crowded field of ticket broker competitors. At least Stub Hub has a Customer Guarantee