Why is everything we do so half-assed?
Who is approving these changes to our systems? The people in charge of ACSS, Omni, etc., are they smoking crack?
We keep getting AI tools that are practically useless because the account itself takes ages to load. There are 3 different platforms to address the same issue when only one is needed.
We sent out that email to our customers, and I am honestly embarrassed by it because nothing is done to fix the customer experience. It is actually getting worse day by day.
Just today and yesterday, I talked to store reps and customers that were transferred for an embarrassing amount of hours.
For one of them. It took me 5 mins to figure out the issue and 30 to fix it because of the constant loading and lagging inside the system. The issue could have been fixed in maybe 10 if we didn’t have dial-up speeds for ACSS.
And then they hit me with the questions I can’t answer honestly: “Why did it take so long to get to you? Can I have your personal number?” How sad is that?
How can we tell our customers that we are focusing on customer service while we can’t fix our internal system issues? It’s nauseating to know that our leaders are blind or don’t care.
Assuming systems are the way they are, it’s going to be a rough iPhone launch and a rough holiday season. To the store reps, sorry in advance.