At the store, I demanded a refund for my nonfunctioning washer. It was still under warranty.
The “customer service” clerk hardly looked up. She said that the warranty was good just for repairs.
I demanded a refund because the repairs had not worked.
She said, “I’m sorry, that’s our policy.”
What does it mean when a “customer service” clerk says “that’s our policy”?
It means: Go away.
It means: I am not paid to care.
It means: I hate this job.
Seth Godin would say it’s because they have no ownership of the problem and no relationship with the customer.
No relationship = no customer.
I replied to her: “It’s my policy not to accept someone telling me it’s their policy.”
We stood staring stupidly at each other.


September 27th, 2011 → 12:58 am
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