Dealing with Bell Canada’s customer support, as any Bell client would tell you, is an exercise in frustration. That frustration starts off the moment you call them and realize you need to deal with Emily, a computer who’s job it is to remove any positive vibes you’re feeling by the time you reach a human.
By the way, you can avoid talking to Emily by not talking. Don’t cough, don’t breathe loudly (She’ll think you’re saying something and ask you to repeat it) and just hold the line. Emily will assume you’re 80 years old and on a rotary dial telephone and patch you through to a human.
So today, when calling Bell again to ask why I’m still being charged for a home phone line that was cancelled in April, I had reached my wit’s end. Here’s one question I asked at the height of my frustration.
Well played, Bell Customer Service Rep, well played.
Obviously, I don’t have any hard stats to present here, just anecdotal evidence. I have heard from Rogers reps that half of people switching over from Bell complain of getting charged for service after cancellation dates. When I mention Bell’s name to anyone in conversation, I get the same response time and time again. I never see that kind of vitriol when discussing Rogers or Videotron.
Bell hasn’t made any progress in improving their reputation, despite many claims of making customer service a priority, and quarterly results show the company is bleeding subscribers in both home and mobile phone service. Unfortunately for Bell, I suspect the problem here isn’t simply a Keystone Cops corps of customer service reps. The problem with Bell runs much higher up the ladder. There is a culture at the company which values short term stats above long term customer satisfaction, and it’s going to take much more than clichéd ad slogans to change that.