Advocate Diane Talbert has seen the good, bad and ugly of customer service. Now she's happy to report the professionalism of Legalzoom Customer Service.
I have had to deal with customer service people for over forty years. Everywhere we go, we must deal with someone from the retail industry, cashiers, cell phone companies, cable, salespeople, bill paying, call centers, concierge, patient care and much more.
I recently had the privilege of going to a conference but I ended up stuck at the airport. The customer service lady was so rude to everyone that asked her a question. There were some people who were in tears because they had been stuck at the airport for a couple of days and they couldn’t get any answers. This got me to thinking, why do we put up with bad customer service?
I think I have the answer. We are so used to this kind of behavior that we are immune to it and we just say, oh well. It’s easier to have someone cause us pain than to just go somewhere else and be treated with dignity.
I had a very bad experience with my insurance company (a story for another time). Can I just jump up and switch companies? No I can’t. So, I allowed this person to hurt my feelings. I did call back and report this behavior, but the damage to me was already done.
I had the pleasure of calling Legal Zoom on a few Life Plan options I was looking into. Every time I called, everyone was so professional and willing to help. I thought to myself, let me push the envelope a little. I started talking about bad customer service. The person listened to me rant for a minute and asked if someone could call me back? She took my name and number and said someone would contact me in the next 24 to 48 hours. Of course, I thought this was a tactic to get me off the phone. Someone did call me back! I still can’t believe it. I asked if I could talk about general customer service practices and I only needed about five minutes. They told me to take all the time I needed. I was very impressed.
I asked why is customer service so bad everywhere, across the board. The representative stated it’s basically because most companies don’t train their people to provide great customer support, their job is just to provide ‘enough’ support. Businesses know you are not going to stop calling them because of a bad customer service person. They will do the minimum to keep a customer. That even if you call and complain, they know the right words to keep you happy at that moment.
If you call your bank and they treat you not so great. Trust me, they know it’s a hassle for you to close out accounts, open new accounts, set up bill pay and so on. It’s just something people don’t want to deal with; so, we tolerate bad behavior from others.
I have learned that we as customers have just decided we are okay with this behavior. I don’t think there is a day that goes by that I don’t hear about how bad customer service is. We do have choices; go where you are respected. No, it’s not going to be easy, but there are people out there who will give you the best customer service.
If you feel you were not treated in a fair manner; there are some things we can do.
I know as customers we can be difficult. We are already frustrated because we must call in the first place and probably start off our tone wrong. But they are supposed to be the professional – they should be trained in all sorts of behavior. I believe most of us just want to be respected and have our issue resolved quickly.
I have spoken to Legal Zoom customer service several times and they were professional each time. If they couldn’t answer a question, they would find someone that could. They also stayed on the line until another person came on. Another thing that was great was that they call you the day before to confirmed that you have an appointment to speak to someone.
Everyone that I spoke to tried to build a relationship with me, why wouldn’t we want that? They tried to answer my question with one person and not pass me along. As a customer, I don’t expect you to give me the world. I just need you to fix my problem.
Thank you Patient Rising for allowing me the access to such a valuable tool. Legal Zoom Life Plan is the best.
From the Editor:
If you’ve been curious about LegalZoom’s Lifeplan and what it can offer, remember that if you join Patients Rising as a member (free) you can try out Lifeplan for 3 months (also free). In that time you can get Power of Attorney, Living Will, Identity Theft Protection and so much more.
Diane Talbert is a blogger, patient advocate and speaker for psoriasis and psoriatic arthritis. She has been an advocate for this disease for over a decade now. Diane has run support groups in the Maryland, DC and Virginia area, is a volunteer for several organizations and vows to help find a cure for psoriasis and psoriatic arthritis and stop the stigma associated with it. She loves being a wife, mother and grandmother.