I work in a customer service position and have no authority and very little I can do to actually provide customer service (even though that's my job). Many of my days have an office space vibe and like many others I am burned out. I assume this is the situation with many other companies and people on this thread. I get really tired of being the gate keeper to the higher levels of management and feel it is boarder illegal to provide such a bad service and then force people to pay us for it.
I would encourage anyone who is having issues with customer service (or who was overcharged, not provided quality service, or even correspondence being ignored etc…) to go straight to the top or near the top and email the director, vp, or CEO of an organization (or put a few of them on the email so there is some accountability). Just today I emailed a CEO and a few others on the leadership team because no one responded to an email I sent a few days ago. A customer service rep called a few hours later and gave me a refund.
Even massive organizations have ways of funneling your email to the correct team and usually if they are coming from the top down you get a more seasoned customer service rep. Finding emails and employee info can be a challenge sometimes, but between linkedin and hunter.io (or any of the other email verifiers out there) it makes things pretty quick. I usually write a quick 2-3 sentences asking for them to get me to the correct team and to provide xyz and usually that works very well. Anyone else have ideas on what has worked for them?