Recently I observed two flagrant acts of customer service and was surprised how little each person did, in my opinion, to be amazing. In both cases the service providers did what they did on the fly with no prompting or script. It came from the heart. Free advertising. While listening to an … [Read more...]
Customer Service Automation Should Help All Involved
A self service customer portal should enable both the customer and the service provider to have a better customer service experience. Recently I've written about Time Warner Cable's customer (dis)service (in my opinion) and Sprint's exceptional customer service. Today I want to share my experience … [Read more...]
Customer Service: Let's Solve The Problem Attitude
Last Monday I wrote about Time Warner's "No I Can't" customer service attitude. I didn't name Time Warner then, but after a week of the problem still not being solved I figured it was time. Sprint on the other hand, approached a recent issue I had with a "let's solve the problem" attitude. A happy … [Read more...]
Lack of Customer Service: The No I Can't Attitude
Today I experienced first hand customer service that is the exact opposite of the attitude I discussed in my Small Business 101: Yes I Can! post from a few days ago. In the course of a couple hours I heard more about how the problem couldn't be solved than how it could be. It started simply enough. … [Read more...]