Comments on: Memo to Customer Service Departments

By: Kelly

Kelly — Fri, 30 Nov 2007 14:59:26 +0000

Purely for the benefit of self-therapy, I have to name my personal champions in this category of customer “dis-service.” SEARS beats ‘em all (must be that K-Mart impact). All insurance companies tie for second place, but a little known health care provider named “Golden Rule” edges the others. Ironically, the Golden Rule tells us, “whatsoever ye would that men should do to you, do ye even so to them.” How do I get them to call me back and suffer through my personal multi-stage menu options?

By: m.jed

m.jed — Fri, 30 Nov 2007 03:19:02 +0000

I think the website is http://www.gethuman.com – which has navigation shortcuts for many name-brand companies

By: Bruce Hall

Bruce Hall — Thu, 29 Nov 2007 20:20:43 +0000

Warren, you beat me to this one. I have a post about “Customer Non-Service” in draft and will post it if my suspicions are confirmed that nothing will be resolved about a current issue I have with a well-known company with which I spend about $400 per year in just supplies for the product I purchased.

By: Bruce Hall

Bruce Hall — Thu, 29 Nov 2007 20:20:37 +0000

By: Bruce Hall

Bruce Hall — Thu, 29 Nov 2007 20:19:48 +0000

By: diz

diz — Thu, 29 Nov 2007 15:32:23 +0000

These days there are models available to tell a firm the expected future value of a customer.

Some customers, it turns out, are so demanding they aren't worth keeping. Others are worth keeping only if you can spend a minimal amount acquiring and retaining them.

In other words, "service" is a bit like any other scarce good. There is a cost to providing it, and an optimum level at which it should be provided.

By: Jim

Jim — Thu, 29 Nov 2007 15:30:44 +0000

I’ve noticed that some companies are now bragging – as a marketing tactic – that when you call you speak with a real, live American. I have found it equally frustrating to finally get through to someone who obviously does not speak English as a first language, and trying to understand their accent is an exercise in frustration. I’d rather pay a bit more to work with a company that doesn’t make me go through this.

SO, my added note to Customer Service: Please realize that the minimal amount of profit you gain from outsourcing your support to non-American countries is offset by the loss of goodwill experienced by customers like me.

By: Damon Gentry

Damon Gentry — Thu, 29 Nov 2007 14:56:27 +0000

I've been waiting patiently for FIOS internet and TV from Verizon. Their website confirmation utility informed me that I can get the service in my neighborhood. This sounds reasonable as it has been 3 months since their trucks were running fiber on my street. However, when I used their website to sign up for service, the price presented to me at the end of the sequence was not the same as their offer on the home page. When I called the company and finally got to speak with a person, she stated that Verizon DSL was not available to my home. I said I'm not calling about DSL, I'm calling about FIOS. She said that they don't offer service to my address yet.

Sometimes I wonder if companies are interested in actually selling the product or service that they advertise.

By: GeologyJoe

GeologyJoe — Thu, 29 Nov 2007 14:34:02 +0000

This website may help you:

http://www.dialahuman.com/

By: Jeff

Jeff — Thu, 29 Nov 2007 13:59:19 +0000

Nothing burns me more than having to give my name, address, phone number, account number, mother's maiden name, zip code, last 4 of you social security number, etc. multiple times in the same phone call.

I know they have it on their screen, either trust the software to route the call correctly or stop using it.

Jeff