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Customer Service Redux

It’s An Epidemic

I wrote about my recent experiences with Comcast last week. Turns out, that as I was engaging with Comcast, Doc Searls was engaging with Dish Network. And just as I was writing  …

Comcast could make this happen in an instance. It is called process. They know when their services are down, they just try to deny it with delay tactics.

I mostly feel sorry for the people that have to deal with me and the like – they know the truth. Keep up the good work folks – we know it is not you. Doc was writing …

My experience with the agent was fine. She did a good job.

…and once again - we are down to corporations processes … I touched on that here, with a couple of ideas … and I have to say Doc’s points are spot on.Good grief - enterprises spend so much time ‘pretending to know us’ … about things that they can’t possibly know, but still, they continue to mutilate the unprecedented amount of data they have and start assuming and making leaps of Good grief - enterprises spend so much time ‘pretending to know us’ … about things that they can’t possibly know, but still they continue to mutilate the unprecedented amount of data they have and start assuming and making leaps of judgement - oh, I don’t know - how about as an example … “if you liked that book” then “why not try these shoes”  … But something as simple as

  1. does this customer use auto-pay
    1. yes - skip pressure to pay prompt
    2. no - play pressure to pay prompt

… seems to be beyond them. To reiterate … it’s the processes and the systems that are broken in these corporations … and I really don’t care how many ‘customer first’ courses Comcast, Dish et al send their people to - the fact is that they don’t need it - it is their business processes and systems where they should be focussed. I am for hire. Doc I am sure knows people (he might not have the time to involve himself personally) … you just need to ask … or keep haemorrhaging customers. It’s your choice really.

   


This Was Originally Posted To Beyond Bridges

The site has been closed down and the material moved to this site for posterity.

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