Projects &Technology &the net 11 May 2007 03:51 pm

Everyone in Customer Support should do a stint in a ladies shoe shop at one time or another

Today I read Lior Arussy’s little book called The Experience!: How to Wow Your Customers and Create a Passionate Workplace It’s a fun short read that everyone in customer support should read. I found it quite entertaining. A colleague, seeing me with the book asked what it was about so I answered “Customer Relationships.” Her immediate reaction was “Hmm, Everyone in Customer Support should do a stint in a ladies shoe shop at one time or another” A great quote Anne, thanks for letting me use it here although it’s not only about difficult customers on the whole, nor is it about customers who expect the unrealistic. When a paying customer calls Customer Support the chances are that there is a genuine grievance that needs to be addressed and someone needs to own that problem in order to solve it effectively. My rant here really is about the atrocious customer support the Greek ISP’s have been giving their customers of late, passing a caller from one agent to another, not providing a satisfactory solution in a timely manner and generally passing the buck.

you suck

You guys suck and until you start taking ownership of the problems you will continue to suck.

What is ironic here is that you’re all the same so we the consumers can’t leave you and go to your competition, they suck just as bad.

[Update] Just this afternoon I had a call from a CS rep from HOL about an aDSL line I’m assisting someone put in. Apparently the customer can’t have aDSL “because his telephone line is on an optic fiber” !!!

Stavros : “What !?! did you just say”

HOL CSR: “Did you not hear me? His phone line is on an optic cable”

At this point Stavros engages in educating the HOL CSR about the final mile.
Her response : “Phone lines are not my problem – OTE obviously can’t provide you with aDSL”

I reply :”Two months ago you told me that aDSL was available on this line and that your company could provide”

HOL: “It’s not my problem I have done all I can”

Stav: “Here is the problem, you sell to me on top of OTE’s lines, you and OTE have a communication problem and you both need to take ownership of that problem and stop transferring it to the consumer, or, you can just say from the outset that you have small tiny text in the contract that you can hide behind and that you might not be able to provide after all”

The conversation continues without a solution. I will revert tomorrow.

Bottom line – YOU SUCK

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