We recently received an email from one of our ziply customers apologizing for the high shipping rates. The email sent from ziply stated: “We noticed you have a ziply account, and we would like to let you know that we have already started to refund you the price of your order.” The email was from my “mom” and it had a ziply customer service phone number listed. I guess she was talking to her mom.
When you have a ziply account, ziply gives you access to a customer service phone number (which you can call for support). It is usually a recording that is recorded, so the customer service representative will be able to help you if you have questions.
The reason I was thinking about this was because I had a customer trying to refund my mother’s phone number who was trying to call me back. I thought that maybe the email was related to ziply’s customer service phone number. I’m sure ziply’s customer service phone number is probably somewhere buried. Ziply’s email is just a general email, so maybe it was a customer service email.
The only other thing that can take a person away from customer service is to be on call when they have questions. When I asked one of our customer service representatives what she was trying to do, they told me, “I know this is a big deal, but I really don’t know what to do with this. I have to buy the car I want, but I can’t drive it. I have to do something about it.
I think it’s important to understand that customers are not customers. It’s possible that customer service is a customer-facing service, like a retail store that’s staffed by sales agents. It’s not possible, however, to get a customer perspective if she is on a phone call. A customer service representative will only say things that make sense to her, and she will explain them to you.
I see this all the time. I’m a customer, but I only ever talk to customers on the phone. I don’t care if they give me a good service, I just want to get my product or my money. It’s even worse with online chat. You can ask them any dumb question you want, and they will tell you the correct answer, but they also give you the answer that I am looking for.
The same thing goes for online chat. I know people that will tell me their business, but you can ask them anything you want and they will tell you the wrong answer, or they are going to talk about something that has nothing to do with your question.
It’s not all bad. I have had good customer service, especially to get my money or product. It gets bad though when it comes to online chat. Nowadays, people will give you the wrong answer, and you will have to wait for them to get back to you. With a phone number, it’s even worse, because you can just ask them to call you back or you can call them, and they will hang up.
If you have not already, you have done your part and are now the victim of a scam. The scammer is going to try to gain access to some of your data, and its going to get a lot of attention. It’s not going to work out. Not even close.