NOTES ON MY RECENT "CUSTOMER EXPERIENCE" WITH H&R BLOCK

This year, I filled out my 2012, 2006 and 2004 taxes at a local H&R Block mall outlet in Etobicoke, Canada. I got my 2012 refund immediately in the form of a check, but was told I'd have to wait a month for my 2004 and 2006 refunds. I've used H&R Block in the past and this year, as usual, the experience went relatively smoothly. There was only a minor delay due to a malfunctioning check-printer.

The one sore spot? My worker seemed a tad over-zealous in her efforts to get me to praise her performance to her managers. She even went so far as to dial them up, herself, on my cell phone, so that I could "talk her up" to them.

I found this odd, but chalked it up to maybe she'd had a bad couple days and needed the boost, so I played along. I was, after all, satisfied with her work.

So a month goes by. Then a couple more days, and my 2004/2006 refunds have yet to be deposited into my bank account. I decide to call H&R Block to see what's up. The employee who takes my call tells me that I will actually have to wait a further 2 to 4 weeks before I get my refunds for those years. 

I'm a bit peeved about this.  I had been told it would be a month, and now they were telling me I would have to wait almost twice that long. I was, however, at least satisfied that nothing had gone wrong with my filing. I thanked the person and tried to hang up. 

"Um... hold on!"

This H&R Block rep had something to ask me. And that something was this: Would I mind answering a few survey questions relating directly to the customer service experience that I'd just had with the individual to whom I was currently speaking?

I begged off a telephone interview, somewhat nonplussed, but agreed to fill out an email survey at some future date. Then I hung up. 

That was yesterday. Today, I got an email from H&R Block. Entitled "H&R Block Client Experience Survey", it reads:

Our records indicate that you recently contacted the H&R Block Client Service Organization for assistance. As part of our ongoing commitment to service excellence, we are conducting a survey to measure your satisfaction with your service experience on 4/11/2013. Please take a few seconds to complete our survey by clicking the following link.

So I clicked on the link and was taken to a page where I had to choose between English, Francais and Espanol. I chose English, and was brought to the following question:

Please respond to the following questions based on your recent experience with the H&R Block Client Service Organization. Using a scale from 0 to 10 where 0 means NOT AT ALL LIKELY and 10 means EXTREMELY LIKELY, how likely is it that you would recommend H&R Block to a friend or colleague as a result of your call to the Client Service Organization?

To this question, I chose the number 7.

Upon supplying my answer, I was brought to a page that asked me:

What would it take for you to give us a 10?

To this question, I replied thusly:

Basically, what it would take for me to give you a 10 is for you to give up the INCREDIBLY annoying habit of FORCING ME TO FILL OUT A F&%#ING SURVEY EVERY TIME I SO MUCH AS HAVE A BRIEF F&%#ING CHAT WITH ONE OF YOUR F&%#ING EMPLOYEES!!! STOP IT!! JUST F&%#ING STOP!!!!

Upon supplying my answer, I was brought to a page that asked me:

In the event that we would like to ask you follow-up questions would you be willing to discuss your service experience further?

I'll let you take a wild F&%#ING guess as to whether I replied in the affirmative or the negative.

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Hey, folks! Don't forget today's PARACULTURAL CALENDARS for APRIL 10, APRIL 11 and APRIL 12! Bookmark the page and check it for updates, daily!

Cheers!

yer old pal Jerky