Posts tagged with "customer service"
Setting the Stage for Quality Customer Support
July 1st, 2010
At some point we’ve all been down the rabbit hole that is Customer Service. Being on hold for (insert humanoid voice here) “an estimated time of 5…minutes” is not much more fun than being transferred from one department to the next, only to end up right where you started. And just when you think you’ve figured it all out, you go ahead and press “0” to surpass all this nonsense and talk to a (gasp) real live person; but low and behold, the “instructions have changed” and there is no magical “0” option to ask your 5 second question to a real person (who often hates his/her job and wants you off the phone ASAP) until your “5…minutes” are up.
Customer Support Scoreboard
September 22nd, 2009
I admit it. I’m a bit of a customer service snob. If I’m paying for a product I expect to receive good service in return. If the service isn’t up to par, I will question my future with said service. I hate to admit that AT&T is an exception, but I’m a slave to the iPhone. Don’t judge me. A wise man once said that customer support is the engine that makes the company go.
Pet Peeve: Being On vs. Being Active
August 25th, 2009
A few minutes ago I received an email from an organization I am a part of. After reading the preview on Gmail, I decided that I wasn’t going to open it. Not because it was spam or because I’m lazy, but because instead of writing “Dear Jennifer,” they went with the ever personal “Dear Full_Name.” Companies, if you’re going to use a form letter, make sure to write in the correct name. I realize that using form letters save time, but I hate that so many people use it as an excuse to be lazy.
Customer Support: The Engine That Makes The Company Go
August 13th, 2009
What’s the engine that makes the company go? Is it the initial investors and their capital? Is it the engineers who design the product? Is it the team that promotes the product here and wide? The iPod is a magnificent bit of synergy, on these fronts: the money was invested by Apple, the people who designed it came up with a novel- yet intuitive- interface, and the marketing team came up with a brilliantly a-la-Thunderball promotional environment. But think a bit- have you ever seen a product with all of these factors in play that went nowhere? Sure you have. Why, then?