I waited 35 minutes on hold to get to a customer service person of my cable provider, RCN. Is that an acceptable wait time? Yes it is if you are almost a monopoly. Sure, the cable company is not a true monopoly like my electric company is (don’t get me started)- I could call […]
I believe Boingo is running some kind of underhanded business. Boingo of course is a wireless internet service you can sign up for when you are traveling at hotels and airports. They have wireless networks in alot of these places and for $7.95 an hour or more for a day, I have on occasion […]
In my upcoming book on customer service, the main premise is that customer service has to be in the DNA of the company. It’s not a “bolt on”.
Most people think that good customer service is satisfying a customer complaint. Yes, but great customer service is anticipating when a customer will be unhappy and satisfying it […]
I stayed last night in New York at a well known hotel chain. As I entered the elevator to go to my room, a room service waiter came in after me. All the way to the ninth floor he held the tray of drinks and food […]
Customer service is the first thing that should kick in when things go wrong for your customer. This is when it really gets noticed. How does your company react when things get bad? Keep your attitude and spirit high because the customer will be disappointed and maybe angry. They don’t want to see your frustration […]
JP Morgan Chase just sent a client of mine (who has great credit as far as I know) a letter denying them new credit. It stated they had been turned down because of any of the following reasons:
“Delinquent past or present credit obligations with others, foreclosure, repossession, collection, judgetment, attachment….”
Can you narrow it down […]