Spencer Mittan Should Be Vice President

One major element of customer service seems to have vanished. Ever try recently to get a front line employee to pass along a suggestion?

No matter how polite or low-key, clear or humorous a request is made, it typically gets one of three responses:

• Oh yeah, like that’s going to happen.
• Or a vacant, helpless stare.
• Or reverse delegation “You can call this number.”

Customer service isn’t easy and I know it can be overwhelming and people can be difficult. But corporations, no matter the size, need to do a better job of making sure front line people have the means and feel empowered to quickly and easily pass along suggestions to higher ups from customers.

When I went into an AT&T store while traveling, on two different occasions, I had two polar opposite experiences. The first time, the guy was polite enough but didn’t even listen to the problem or see if he could fix it, he just dialed a number before I had finished and handed me the receiver.

When I suggested he file a suggestion, he preferred to argue with me.

The second time I went into the same store, a couple of days later, I encountered Spencer Mittan, who should be immediately promoted to a Vice President. He listened carefully, gave me an alternative solution, quickly took my phone and tested it several ways including one way the other gentleman had swore was impossible.

In the end, he gave me his card, wrote a number and an email on the back and told me to call him whenever I needed anything from AT&T. He also volunteered to report my problem up line.

I took full responsibility for what happened to the phone. I wasn’t trying to do anything but get information and assistance. But that my friends is how customer services is supposed to work.