policy

Posted on February 1st, 2009 at 12:16 pm by admin

121


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.