Customer service isn’t rocket science, you know.It really ... of course, you work at NASA Customer ... the rest of us non rocket ... though, here’s a couple ... I exp
Customer service isn’t rocket science, you know.
It really isn’t.
(Unless, of course, you work at NASA Customer Service).
For the rest of us non rocket scientists though, here’s a couple of
examples I experienced within one week, of shocking customer service.
Last week, my computer crashed.
Not the end of the world, since I had backed up my data.
So I got the phone book out, and called a local advert.
The man I spoke to was very friendly and helpful.
He gave me options for possible causes, possible solutions, and pricing.
I was impressed.
He told me an engineer would call back within an hour to make an
appointment.
You’re probably ahead of me on this one, but I never did get that call back.
My reaction?
I got my computer fixed somewhere else, naturally.
I was a new customer, I had made the effort to find and contact this
company, I was ready to pay for their service, and what did they do?
They stuck 2 fingers up at me, that’s what they did.
The second example concerns a major pay per click search engine.
I won’t give the name, because that might not be fair on
OVERTURE.COM
I had paused my account with them to make some changes and look at
other pay per click search engines.
I got an email from them, telling me that my account had not reached
the minimum monthly spend, so they were charging me $15!!!
They also advised me how I could avoid it happening in the future.
Well I know it won’t happen in the future, because I have cancelled
my account with them!
If they can send me an email *after* charging me, don’t let them tell me
they couldn’t send me one *before* charging me!
Getting a new customer isn’t easy, losing a customer is very easy.
It’s as easy as falling off a log.
These 2 companies just fell off their logs.
Personally I don’t understand it, really, it’s beyond me.
Say what you do, and do what you say, that’s my non rocket scientist
guide to customer service!!!
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