Sometimes the consumer world and the total lack of accountability within it annoy me especially if I have complaints or a query about a purchase; but I really do not want to write a subjective post because tonight the subjective slowly and in a very dignified whisper altered my angry subjective state into a caring objective state.
I realised that my rantings for my own rights were powerless without taking into consideration the rights of these voiceless people; whom, through no fault of their own had given up the struggle to be heard; these people are now my greatest concern and also my greatest asset.
I hope they hear this and take some nourishment from it , because lots of nourishment is needed to be heard if you only have whispering voice in the power game.
The power game is on, the contenders are ; the large company and the tiny consumer. Why does the company mostly win do you think ? Does the company intimidate the consumer with automated responses to queries, with carefully monitored repetitive answers to a query , to not naming a person accountable for a situation, and does this method of communication not wear the consumer down to eventually feeling complete despair and giving up the search for answers to the original complaint.
I genuinely feel for those that do not have the mental stamina to stick with it, not that sticking with it will get results but at least one’s confidence in themselves will not have taken a bashing. Bashing would be a good word for what a lot of customer service erudition needs in order to be a customer service.
But this is not how the big companies operate they do in fact seem to instruct their workers in customer service to bash the customer with a constant barrage of carefully selected language used to intimidate the customer to such a degree that the said little customer often just wants to forget the ordeal.
This is where the whisper began for me; the whisper that has me worried about the bashed customer, imagining all sorts of sad outcomes for them; I feel a need to let them know that together we can alter this uneven scale and together demand that some person is accountable to us their customers.
The person accountable is never the poor guy in customer service doing the job as he has been instructed ; no it is the one at the top and it is there, the top I am speaking of that is shrouded in mystery and this mystery must be solved if we are to have any confidence in a company.
I spoke earlier in this article about enlightenment that eye opener if you like is, that this intimidation does not only affect people in a consumer situation but it happens throughout society anywhere that the person accountable for actions is invisible and these theories that have come to my mind seem at this time the reason for certain subjective things to have happened to me recently in dealing with a customer support section of a large company.
I really hope you leave some comments on this as I feel a little passionate about it .
Kind Regards Kathy.