Am I alone in this?

25 February 2008
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We received a letter from a Moneywise reader this week, sharing their experiences of bad customer service from Northern Rock, when trying to open a savings account.

It made me think that I honestly cannot remember when I was last at the receiving end of good customer service. In an age where we shop around endlessly for the best deals for everything from our mortgage and insurance, to energy and mobile phone tariffs – the savings we make can feel meaningless if customer service is poor.

I’m not suggesting everyone who works in customer services is unhelpful, moody or downright difficult, it just seems to be the ones that I’ve come across in the last year or so. And of course, that’s only if I actually get to speak to someone and don’t have to deal with an irritating automated voice telling me to press buttons that seem to send me in endless circles of frustration.

I won’t name all the companies that have annoyed me, but there’s a mobile phone provider, energy company, train line and building society amongst them. It’s enough to make me wonder if it’s me who’s got the problem, but I’m sure I’m not alone.

It’s interesting that they suddenly become helpful when I request to cancel, close or switch…