correctional billing services Complaint - terrible customer service skills
DALLAS, TEXAS -- To whom this may concern:
My name is Ebony Walker, and I am writing this letter in reference to an
experience I had with one of your workers on the morning of July 15, 2003. I just want
to start off by saying that I was very offended by the manner in which the representative
conducted himself. He was very rude, cocky, belligerent, and inattentive.
I’m not sure if it’s just me, but I was under the impression that occupations in
customer service called for good listening skills. However, he seemed to be so
preoccupied with hearing his own voice that he lacked to comprehend what I was
During the conversation I could hear myself begin to raise my voice in return due
to frustration, however, I was able to refrain form lashing out in ignorance. I could see
that we were headed nowhere and decided to end the call, but not before requesting the
workers name and a number to call for complaints. He refused to give me a number and
full name, saying “Randy is enough.” I asked him how to spell it and he sarcastically
responded, “You don’t know how to spell Randy?” Contrary to what Mr. Randy may
believe, there is no one universal spelling of the name, and I questioned in order to be
sure, rather than assume.
He then repeated the spelling over and over. “That’s Randy with a Y and one R”.
I took this gesture as a sign of him underestimating my intelligence, or rather
I can honestly say that from start to finish of the conversation, the only decent
thing said by Mr. Randy (one R and a Y) was “May I help you with anything else Mam?”,
and even that was said with a devilish undertone.
As you can see, I was in no way pleased with the service provided to me. Despite
this fact, I still had a situation to rectify and I took a chance in speaking with another one
of your representatives by the name of Lynn. Lynn was actually able to bring closure to
the ordeal in a matter of just a few minutes. She was kind, understanding, attentive, and
willing to provide the exceptional service that Randy seemed to not even attempt.
I believe that he could definitely use a few pointers from this woman. I’m not
sure how long Randy has been a member of your establishment, but someone should
inform him that good work performance is not judged by time served, but rather quality.
And if that episode I experienced with him was a display of his usual performance, than
he is striving.
In saying all of this there is one thing that I would actually like to thank Randy
(one R and a Y) for. I thank him for testing my faith, and forcing me to prove to myself
that in being humble, I am the better person. In times like these I don’t need to react in
anger, but instead pray for patience and strength to hold my peace. I was taught to
always treat others as I wish to be treated myself. So instead of turning my nose up over
Mr. Randy (one R and a Y). I am going to pray for him also. And if he doesn’t do the
same himself already, than maybe he should try it some time.