Hello consumer! Today I'd like to talk, briefly, about something that's endemic here in Panama. I like to call it apolophobia. We have some strange beliefs here in Panama. For example, I am still not entireley convinced that ironing isn't completely evil. All my cleaning ladies have told me it can do great harm, especially if you've (God forbid) touched water...if you showered, washed dishes, or did laundry...for God's sake, do NOT attempt ironing. Your face will freeze that way.
But I digress...
So: apolophobia. Customer service representatives in my country have been convinced (by who? no clue) that apologizing is painful. Worse than a root canal. Totally unnecessary. Evil, even.
Over the years, I have watched service providers come up with increasingly creative ways to dodge (esquivar, in Spanish) the humble--yet very effective--apology.
Today was a prime example. Three weeks ago, I called Banco General to say that my credit card had been stolen. I asked that the replacement card (for which they will charge me a fee) be held for me at the Transistmica branch. They said fine, and that they'd call me in 3-4 days to let me know when it was ready.
Three weeks went by...no phone call.
Today, November 15, traffic was bad A game at the Rod Carew stadium, light showers, and payday made the streets more congested than usual. I had errands near the bank, so I took the extra half hour (traffic was really that bad) to go to the branch and pick up my credit card. Must be ready by now, I surmised. I mean, it's been three weeks.
Of course, the gentleman I spoke to there (Wilmer or Wilbur, he was forgettable) told me my card was at the Dorado branch. I used to live closer to the El Dorado branch...ten years ago...but funny thing, people move. I no longer live in the same place. Hence my request. I have asked, over and over, that Banco General change my branch of preference to Transistmica, and they either pay no attention or have no way of noting my request in their system.
So they expect me to battle traffic and go to a branch that's further from me, because they can't figure out the whole location thing.
To add insult to injury, some chippy calls me today, having seen an angry Tweet of mine, to tell me that my credit card is at the El Dorado branch. Duh.
She talked around the issue and made it a point to NOT apologize. You know, cause it's painful and all.
FAIL.
When you've inconvenienced a customer, the best thing you can do is say "I'm sorry we disappointed you." Get over your apolophobia and join us in the 21st century.
But I digress...
So: apolophobia. Customer service representatives in my country have been convinced (by who? no clue) that apologizing is painful. Worse than a root canal. Totally unnecessary. Evil, even.
Over the years, I have watched service providers come up with increasingly creative ways to dodge (esquivar, in Spanish) the humble--yet very effective--apology.
Today was a prime example. Three weeks ago, I called Banco General to say that my credit card had been stolen. I asked that the replacement card (for which they will charge me a fee) be held for me at the Transistmica branch. They said fine, and that they'd call me in 3-4 days to let me know when it was ready.
Three weeks went by...no phone call.
Today, November 15, traffic was bad A game at the Rod Carew stadium, light showers, and payday made the streets more congested than usual. I had errands near the bank, so I took the extra half hour (traffic was really that bad) to go to the branch and pick up my credit card. Must be ready by now, I surmised. I mean, it's been three weeks.
Of course, the gentleman I spoke to there (Wilmer or Wilbur, he was forgettable) told me my card was at the Dorado branch. I used to live closer to the El Dorado branch...ten years ago...but funny thing, people move. I no longer live in the same place. Hence my request. I have asked, over and over, that Banco General change my branch of preference to Transistmica, and they either pay no attention or have no way of noting my request in their system.
So they expect me to battle traffic and go to a branch that's further from me, because they can't figure out the whole location thing.
To add insult to injury, some chippy calls me today, having seen an angry Tweet of mine, to tell me that my credit card is at the El Dorado branch. Duh.
She talked around the issue and made it a point to NOT apologize. You know, cause it's painful and all.
FAIL.
When you've inconvenienced a customer, the best thing you can do is say "I'm sorry we disappointed you." Get over your apolophobia and join us in the 21st century.
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