Alamogordo, NM-When waiter Art Thriftwhistle called the customer service line for the Alamogordo Daily Inquisitor last week to complain about not having received his copy of the Sunday paper, he expected that his phone call would be considered important. But what Thriftwhistle soon discovered would rock the sleepy New Mexico town to its core and may bring down the local media goliath.
"The customer service lady was totally not interested in my phone call," Thriftwhistle explained. "She put me on hold three times, and when she finally talked to me all she did was try to convince me to subscribe to the full week of papers, as if her only goal was to get more money out of me. I just want the Sunday paper. Don't you understand, I just want the Sunday paper!"
Thriftwhistle is calling for a boycott of the town paper until improvements in customer service are made. "I'd like to know that my call is important to them, is that so wrong? How about having a recording tell me that in a pleasant female voice while I'm on hold? But not just once either. I'd like to be reminded every twenty to thirty seconds. Also, I'd like to have the conversation recorded so that future customer service represenatives might benefit from it as a learning tool."
But company leadership doesn't appear to be concerned. "Frankly I just don't see what the fuss is all about," Daily Inquisitor owner Maynard Hearst explained. "So what if we don't think your call is important? I didn't get to be where I am, running a newspaper in a town of over thirty-five thousand people for nearly eight decades, worrying about customer service."
Hearst, who will turn 97-years-old this month, has lived through a number of minor skirmishes with the readership over the years. "Oooh, what are they going to do? The internet? Let's see them just try and get their news, sports and weather all from the internet. They won't last a week and neither will this internet, whatever that is. It's some kind of telegraph service right?"
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2 comments:
It's a series of tubes.
(Man, that will never not be funny. To me.)
We must understand that a customer service department is a vital part of a company. We should all consider enhancing the skills of each representatives to make the department work efficiently.
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