One of my beautiful daughters and I thought that we would take a class together. We talked about a digital photography class. I searched through the Community Education courses that were available, but there were no digital photography classes available. Darn. Then I started looking at Community College courses. After a good bit of searching, and I do mean a good bit, I found a class that would work at Wayne County Community College District. The class is on the weekend – perfect. I bookmarked the course using Diigo, and figured that I would ask my daughter if the time/place/course would work. Good thing that I bookmarked the course, because when I went back to find it, well, that was frustrating. I clicked on my bookmark manager and found the course again right away. (Lesson #1 – Diigo rocks.)
So, daughter and I are ready. It’s late at night, so no way to register. Next day, I call the number prominently featured in the brochure (right by “call to register”). A very nice lady answers. I ask about registering for the Continuing Education course. She very nicely informs me that I can register by mail, by coming to the campus, or on-line. Great, I say. I’ll register on-line. After all, I’m pretty competent with using the Internet. Except. The only online registrationa that I can find is for existing students who are apparently taking program courses. Thus, I call back. The same lady answers the phone. We exchange pleasantries again, she really was a nice lady. She offers to help me register online. I follow her instructions, clicking on each link as she explains it. An extremely convoluted process that ends up – right where I was earlier to register. (Apparently, I was able to get there much easier the process that she had). However, I still needed a student number in order to continue. Oh, well, she explains, I’ll have to come to the campus in order to register. I ask about registering over the phone. After all, this is just a fun class. Neither my daughter nor I expect credit of any type. Plus, the cost of the class is obviously not a credit class. She lets me know that I’ll have to come to the campus to register.
She then explains that they are open until 7 p.m. Would I like to make an appointment, she asks? Not really, I say. If they are open until 7, can’t I just show up. Oh, well, they have some problems when people show up after 5, but before 7, she nicely explains. OK. So, you’ve just identified that your own employees don’t stay until they are supposed to stay. But still, I don’t really want to make an appointment. Did I mention that this is a class that I just want to take for fun? This should be a low stress experience where I give them money and they let me attend a class. No real paperwork after that. No credit. No transcripts. Just a fun class.
So, I leave work a bit early for the 26 minute drive to campus to register for the fun class. Only there is traffic. Lots of traffic. (Side note, God Bless people who make this trip through traffic every day). The 26 minute trip turns into a 70 minute trip. I arrive a bit after 4:30 p.m. I enter Student Services to register for my fun class. The panicked lady who greets me quickly informs me that no one is here to help me register. I explain that I’m just registering for the Continuing Education class. I don’t need to know about programs or take the entry exam or anything. I laugh and note that I’m really just here to give them money. Panicked lady is not impressed with my humor and repeats that no one is here to register me.
OK. So, I’m a little frustrated now. I’ve already spent time trying to register online. I’ve made two phone calls to register. I’ve now driven to a campus to register. Still nothing. There is a security desk just inside the door. I ask if the campus president has an office around. They ask why. I relate the story quickly. They are laughing out loud, they love the line of “I’m just trying to give you guys some money”. They direct me around the corner.
Entering this office, there is a secretary and a lady working at a large table. The secretary seems pretty dog gone bored by my story. (Late Friday is apparently not an enthusiastic time around this place). However, the lady at the table, asks me for my name and phone number. Apparently, my explanation of “if I were in charge, I’d want to know that people are this frustrated trying to register” struck a chord with her.
So, after trying to register online, after a couple of phone calls, after visiting the campus, I’m still not registered for the class. I may try to go again on Monday. After all, I’m in this far. The class sounds like my daughter and I would have a good time with it.
However, the “customer service” that I’ve experienced thus far leads me to want to avoid going through this again. I doubt that I am alone.
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