customer service: And The Survey Says
- 08/04/11 08:10 AM
Remember the TV show Family Feud with the catchphrase "and the survey says"?
As an old-time survey researcher where we constructed survey instruments, tested them, revised them, selected a sample, administered them, and tabulated the results, I am dismayed by the blantant use of online surveys today - and especially for the wrong reasons. They have become so trite and common as to have hardly any value.
I rarely respond to an online survey although I usually will open it and look at it. Somewhere between the 3rd and 4th question I'm usually exiting.
Call customer service or interact by phone with anyone as … (2 comments)
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customer service: Customer Service On Overdrive
- 07/06/11 10:10 AM
We all appreciate great customer service - maybe because it is so rare to find.
Many companies today have begun using customer satisfaction surveys and recorded intake telephone calls as a way of monitoring their performance - although I think the majority of these are perfunctory rather than strategic.
Nevertheless, I got a recorded telephone survey today from a national company asking me to rate the service I received on my refrigerator yesterday. It was only 2 questions they said, but I didn't have service yesterday. Fortunately I didn't require any.
Nice that they checked, but why would they think they were here when … (6 comments)
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customer service: Three Companies, Three Days, Three Different Outcomes
- 01/31/11 05:22 AM
I have been on a roller coaster of customer service experiences the past 3 days, and I can safely report that of 3 major companies that I have dealt with one company that has no concept of much I am being inconvenienced as long as they are happy with the experience, another that wanted to just end the call as quickly as possible without a resolution although another person there performed very well when I gave them a second chance, and a third that got it right the first time.
We work in a service business. even though we might offer aproduct … (9 comments)
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customer service: Great Job, Walmart Automotive
- 11/07/10 11:57 AM
I got my oil changed at Walmart a few days ago, and today I noticed that there was a small puddle of oil under my vehicle. I crawled underneath to have a look and determined that it was coming from the oil filter. That could bean that the oil filter had a small puncture, that it was not installed tight enough, or that it was cross-threaded.
I called the service department and got the manager. We discussed it briefly and he said it was safe tor me to drive it back in.
Here's where it gets good. When I arrived, they were literally … (12 comments)
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customer service: If Airlines Are That Unprofitable, It's Time For A New Model
- 02/13/10 05:32 AM
If airlines are so unprofitable, it's time for a new business model.
Airlines are not the convenient, reliable form of transportation they have been.
They need to decide what their mission is. Is it to provide safe comfortable transportation by air from point to point (sounds reasonable) - or is it to make the passengers sorry they ever booked that carrier but had no other choice, and they got nickled and dimed all the way? I'm thinking the latter is closer to the point.
Thursday, American Airlines announced that they are going to be charging $50 for anyone "wanting" to fly standby - regardless … (18 comments)
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customer service: Two Extremes Of Customer Service
- 01/15/10 01:13 AM
No one likes to experience talking to a customer service technician when they don't understand your issue or can't really help you resolve it whether they are experienced or not. They almost make it seem somehow like it's your fault the product isn't performing. I had such a call yesteday - for over an hour. Rather than resolve the issue, which I think they should have been able to do, they essentially wanted me to keep trying to fix it myself. I am waiting for a supervisor to call next.
Then, there is the other type of call, albeit considerably less frequent. … (16 comments)
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customer service: Passengers Need To Fight Back
- 08/26/09 04:20 PM
Airlines already have done just about all they can to nickel and dime the flying public - just about.
Remember meals on nearly every flight? Remember 2 or more carry-on bags? Remember not paying for sodas and water? Remember getting bumped and getting a free ticket instead of a fixed amount? Remember airlines waiting for passengers from a connecting flight? Remember airlines putting people up for the night when it was their fault that passengers couldn't make their last connection? Remember checking several bags at no charge?
Those were the days.
Now, in addition to paying for everything except the seatbelt, airlines are discussing … (67 comments)
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customer service: Some Warranties Just Give You Piece Of Mind - And That's All
- 07/22/09 10:54 AM
There are warranties, and there are warranties.
I like the ones where if something breaks within the coverage period, the item is replaced. Just a simple exchange - no taking it to the shop for a repair or involved troubleshooting over the phone - just an exchange.
There also are ones like the the car warranties or tire warranties where the affected items or parts are replaced or repaired with a small deductible.
Then there are the warranties that are only good until you open the product.
Such is the warranties on battery backups for computers (UPS). The manufacturers go to great lengths to advertise … (10 comments)
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customer service: When a direct flight is not
- 02/11/09 01:56 AM
Question: when is a direct flight not as advertised? Answer: when it's US Airways flight 904 from West Palm Beach to Chicago.
Flight 904 leaves West Palm Beach and lands in Charlotte. Flight 904 then continues to Chicago. Seems like you'd stay on the same plane - unless you wanted to deplane briefly while they serviced the plane.
What it seems and what actually happens are not the same. Upon checking in online, it shows landing at one gate in Charlotte and departing from another gate - really begs the question of a through flight and really makes the issue of specifically choosing … (12 comments)
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customer service: People in the people business have a big responsibility
- 01/23/09 12:02 AM
People who are in retail, service, or sales pursuits owe as much or more to the public as they do to their companies.
So many times, people just go through the motions or act like they are trying to do their job, but they are ignoring a very important aspect of that work - their customer or the general public.
If someone doen't like working with people and being polite, courteous, helpful, enthusiastic, optimistic, friendly, and outgoing, then working with the public is probably not their ideal calling. They should think about a career change - or an attitude change.
I really am amazed … (19 comments)
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customer service: Great customer service - for a change
- 01/19/09 11:28 PM
Customer service - and usually the lack of it - is a topic that is frequently discussed on this forum.
A few nights ago, we were at a restaurant where the epitome of a great customer service attitude was uttered by the manager.
Apparently they were short staffed. This seems to be a rather common issue in the restaurant and retail arenas - so the manager was helping out at the salad bar. Another customer remarked about how happy he seemed and his great attitude, and his response was classic.
He said, "I'm the manager and I love it here. I'll do whatever needs … (32 comments)
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customer service: How hard is it to listen or act like you care?
- 12/17/08 09:01 AM
Doesn't anyone but us in sales listen anymore? This is not about us - it's about the outside world that gives sales a bad name. I mean, really, how hard is it to listen? Or anticipate? Or ask the right questions? Or pay attention? Or act like you even care?
Go into a store and ask if they have something. They direct you to an aisle. They have no idea the size, quantity, style or model that you want or if they even carry it - but if they do, it would be on Aisle 5. You can't find it - well, … (28 comments)
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customer service: Staples continues to exceed my expectations
- 08/17/08 03:18 AM
Three weeks ago I wrote a post about my very pleasant shopping experiences at Staples that I called "Kudos to Staples" and I concluded my post with the observation "I sure hope this continues because it’s been a pleasure to shop at Staples."
Well, yesterday, the pleasant experience continued. I had bought a digital voice recorder a few days ago from them and then noticed the exact same model priced lower somewhere else. I had no idea if they price matched or not - turns out they do. I called the store manager to ask, and I was blown away by the … (14 comments)
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customer service: Kudos to Staples
- 07/27/08 10:51 AM
After running into a series of frustrations and less than stellar customer experiences at other major office supply companies, I recently started shopping at Staples. They only had a couple of stores in our area until recently but now are more numerous than before.
I hope no one clues them in as to how the other chains are doing business or they might get the idea that they can get by with less.
My last several shopping experiences at Staples have been pleasant, and I’ve even had the manager help me personally on a couple of occasions. Each time, including today, when I’ve … (28 comments)
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customer service: Bigger isn’t always better - or necessary
- 06/28/08 03:40 AM
I opened my new, reformatted, supposedly-improved, larger-than-ever, phone bill from AT&T.
I fail to see how a larger bill format - at who knows how much staff time and expense to produce, including a specially sized envelope to mail it in - is going to endear them to me, cause me use their services more, or forget about all of the mistakes they have made - like charging me to reconnect my service that they erroneously moved to another location or waitng 6 months to have more than a temporary line installed after Hurricane Wilma.
This reformatted bill concept might be someone's idea … (10 comments)
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customer service: We've done all we feel like doing, and you owe us anyway
- 06/24/08 06:40 AM
Today, I thought I was making progress with a company that I've been working with for over a year. The original installation on a home improvement was inadequate - and we've been back and forth several times. It has been inspected more than once, and solutions have been promised - more than once.
Out-of-the-blue, they call and say they'll be right over to take measurements. Wow, we're making progress, I thought.
Then, it turns out they aren't interesting in making anything except a few minor cosmetic improvements and they suggest that since they are now done with the project that I should pay … (4 comments)
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customer service: Posted hours should reflect actual hours of operation
- 06/08/08 01:22 AM
Last night I took my wife's car for an oil change. I have been there before so I know that they are open until 8:00. I felt that closer to the end of their day might be less of a wait.
I arrived a little before 7:30 and was told that they were closed - even though by all appearances they were still open. I protested and showed them the posted sign that indeed said open until 8:00. They maintained that this was the time that all of the employees had to off the premises and to make sure this happened no … (22 comments)
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customer service: Four words I hate to hear
- 05/22/08 03:46 AM
As consumers we are subjected to a lot of abuse - trying to find items on our own, determining if it's in stock, or "guessing" at what the price should be when items are not marked - and that's just before we purchase something. Then try taking back a broken or defective item or getting a refund for something that you bought with good intentions but can't use. Or try getting an adjustment to your bill when you think you have a good case.
OK, where is this going? Customer satisfaction. Notice I didn't say customer "service" - that doesn't exist.
So the … (4 comments)
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customer service: "And The Computer Says ..."
- 03/26/08 02:37 AM
Remember the old Family Feud TV game show where the host dramatically states, "And the survey says"? I liken that to many shopping experiences today.
Go into a fast food place for lunch, place your order, and have the computer tell you how much it is. Then you have to quickly compute whether the amount seems reasonable - the person taking your order has no idea of whether the amount seems reasonable or if they hit the wrong key.
Go into any major retailer and the computerized register - "the computer" - is the final authority. Ever question the amount that was being … (10 comments)
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Remember the TV show Family Feud with the catchphrase "and the survey says"?
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