Hmm. So this company's customer service personnel have had an experience -- more than once, I'm thinking -- of having the customers they were suppose to be serving want to find them and do bodily harm to them?
This part of Mr. Bourque's article did remind me of my Music, Language and Making Offshore Call Centers More Effective, Part 2 post. My best customer service experience is documented in Reading Virtual Minds Chapter 2, "What This Book Is About". My worst is one I'll share for the first time here (I think this is the first time I'm sharing it).
Our VOIP provider uses offshore customer service. I had to make a change to my account that I couldn't do from the webpage, so I called. Level 1 customer service couldn't help so I went to Level 2. The Level 2 person -- whom I'm sure was quite capable -- had so thick an accent that after some two minutes of not knowing if I was getting my question across I finally said "I'm truly sorry. I can't understand what you're saying. Is there someone else I can talk with?"
The Level 2 support person hung up.
No "Please wait", no music, no being placed on hold.
Nothing, then dial tone.
This isn't customer service.
Tomorrow's post will end this arc with "What can we, the customers, do about this type of customer service?"
Please contact NextStage for information regarding presentations and trainings on this and other topics.
I'll be speaking at the San Francisco April '07 Emetrics Summit on Quantifying and Optimizing the Human Side of Online Marketing on May 7, 2007. Come on by and say hello.
» This isn't customer service, Part 3 from BizMediaScience
Customer Service and deBranding, Part 3 [Read More]
Tracked on: March 10, 2007 4:00 AM | Permalink to Trackback