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When Bad Customer Service Goes Worse » EnMart

Because part of my responsibility here at EnMart is overseeing customer service,  I know how hard providing good service to corporate customers can be.  A lot of customer service reps are hampered by rigid rules,  the inability to make decisions and a chain of command that often doesn’t want to handle problems.  It’s also tough to provide top notch customer service when you’re handling a large number of customers.   After a while,  if you have a large volume of calls,  the customers start to feel like numbers,  not people with problems, and it seems easier to shunt them along the line than to try and handle their issues.   Despite understanding all of that,  there are still times when I am dumbfounded and frustrated by just how bad some companies can be when it comes to customer service.

As some of you may

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