customer service: Staples continues to exceed my expectations - 08/17/08 10:18 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 … (14 comments)
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customer service: The airlines are going out of their way to lose customers - 08/14/08 08:18 AM
I love the ongoing saga of how the airlines are so put upon that they have trouble surviving. Well, if they delivered a good product at a reasonable price, they may not have these issues. I doubt they'll ever learn though.
This morning, I took my wife to the airport. There … (30 comments)
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customer service: Kudos to Staples - 07/27/08 05:51 PM
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 … (28 comments)
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customer service: At least one AT&T store wasn't up to serving the public today - 07/11/08 06:22 PM
Today AT&T had their heralded release of the new G3 iPhone. You'd have thought that they would have been better prepared.
However, it was a complete disaster from the moment we arrived at the store.
The phone wasn't for me - my wife and son decided they wanted one so I … (6 comments)
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customer service: We've done all we feel like doing, and you owe us anyway - 06/24/08 01:40 PM
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 … (4 comments)
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customer service: I don't live here anymore? - 06/11/08 01:29 PM
A few months ago after I discovered that I had no phone service, I contacted the phone company. They gleefully reported that they had successfully moved my service to my new address as I had requested.
The only problems with this scenario are (1) I hadn't moved, (2) I didn't request … (12 comments)
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customer service: Open letter to the Active Rain folks - 06/10/08 08:29 AM
There are now nearly 92,000 of us on this system - possibly more that you ever dreamed - maybe not. Regardless, we can't continue to participate the we have been asked to do over the past several weeks.
I love the network and have introduced many people to it. I link … (12 comments)
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customer service: Office hours are just for the employees - 06/08/08 08:22 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 … (22 comments)
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customer service: Four words I hate to hear - 05/22/08 10:46 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 … (4 comments)
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customer service: Now we have to be mindreaders, too? - 05/18/08 05:09 PM
Isn't it enough that we have to help ourselves in many stores - since there are no clerks or employees available to assist us? And we usually need to know more about the products than the employees anyway because when you do happen to corner one of them they won't know … (2 comments)
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customer service: Am I invisible? - 05/17/08 09:08 PM
I can't tell you the number of times I've been in a retail store - looking for someone to help me - and had people from the store just walk right past me as if I wasn't there. What am I invisible? Do I look like I don't need any help? … (22 comments)
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customer service: It really does matter who you talk to - 04/09/08 01:24 PM
I was going to call this "what a difference a day makes" but that can be said for so many things. Anyway, I reported the great experience that I had with Microsoft this past Saturday in my post on Monday. Well, I had another great experience with them on a similar … (8 comments)
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customer service: A great customer service experience – this time from Microsoft - 04/07/08 09:33 AM
Customer service is such an easy target. It's been the subject of many of my posts and likely will continue to be. This time I get to share something incredibly well done.
I was having software issues with Microsoft Office on Friday and Saturday and tried everything I could think of myself … (12 comments)
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customer service: Strike another blow for customer service - 04/04/08 08:55 AM
Don't you just love it that "customer service" exists more for and at the pleasure of the companies providing it than for their customers and clients?
Here's another episode in the long - possibly never-ending - saga of customer service insults and blunders. Yesterday, I ordered some software online. There's a whole … (0 comments)
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customer service: Two in one week - 04/02/08 06:31 AM
I have reported about various customer service issues I've encountered - and I'm sure that there will be many more to share in the future - but I had to share this positive experience. You may recall that on Monday I talked about the TSA employee who had decided to make … (4 comments)
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customer service: Definitely a job for someone else - 04/01/08 08:32 AM
Flying yesterday and going through airport security, it became quite apparent to me that I am not cut out to be a TSA employee - even if I was so inclined to pursue that career path. I might be able to handle it for a week or two, but that's it.
I … (4 comments)
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customer service: Not knowing the answer is inexcusable - 03/30/08 12:59 PM
I was checking out at a major retailer earlier today when I looked up and saw a display near the register proclaiming a 10% off on a certain line of merchandise. I asked the cashier if that was a permanent markdown or if it was just for a limited time. Her … (11 comments)
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customer service: And the computer says ... - 03/26/08 09:37 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 … (10 comments)
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customer service: A Funny Thing Happened on the Way to Breakfast - 03/13/08 11:04 AM
This morning I had a breakfast meeting, but the highlight was the service and not the actual meeting.
I orded an omelet that lets you choose the ingredients you want from their list. I picked out 4, and cheese was not one of them. When the meal came, it had a generous … (9 comments)
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customer service: Where There's a Will ... - 03/05/08 09:12 AM
In the past couple of weeks I have had 2 major confrontations (prolonged discussions) with customer service personnel - as they called themselves - at 2 different large businesses. As you might tell by my general tone, they were not helpful and did not provide a service.
What ever happened to the … (0 comments)
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