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Articles tagged with: customer service

Plantronics, Part 2: the definition of un-customer service
Tuesday, 12 Jul, 2011
Plantronics, Part 2: the definition of un-customer service

As per my blog post a few weeks ago, I had problems with a phone I recently purchased from Plantronic. The first fix they sent me was a refurbished product to replace the new one. I refused that, and was then sent a new one. At each step of the way, I told the folks to […]

Exchanging a broken product with a refurbished one is not ok
Tuesday, 28 Jun, 2011
Exchanging a broken product with a refurbished one is not ok

I recently purchased my 4th Plantronics hands-free phone. I love these phones. They last for years, and offer me the qualities I need, including a long battery life.
This time, however, I’m not happy, and am being made unhappier daily.
This time, the dial-pad came with several problems, and it refused to reset, or upload, or connect […]

What is the value of a loyal customer?
Tuesday, 22 Feb, 2011
What is the value of a loyal customer?

Recently I got a cut-off notice from T-Mobile. For non-payment of $106.10. Apparently I didn’t receive 2 bills, and if it’s not in front of me, it doesn’t register that the bill hasn’t been paid.
Let’s think about this for a moment. I have 3 accounts and 2 devices with T-Mobile. I give them around $150/month, not to mention the […]

Making bad customer service good
Tuesday, 20 Jul, 2010
Making bad customer service good

This post is for all the horrid customer service capability I run into when I call any place, any place at all it seems, with a complaint or query. Bad customer service has such a long tail that it’s just not acceptable anymore (if indeed it ever was).
These days, it’s so simple for angry customers to tell the whole world of a yucky vendor experience, and the results can be devastating…

Customer Service: United, et al
Tuesday, 23 Mar, 2010
Customer Service: United, et al

What, specifically, is good customer service? For me, it’s about being respected and getting what I’m paying for. Unfortunately, and problematic for companies, everyone wants to be respected in their own way. As a result, companies end up creating their customer service to meet their own criteria. And if someone doesn’t fit the model, too bad. Well, I […]

Good Customer Service: what I expect, and how I define ‘good.’
Tuesday, 9 Mar, 2010
Good Customer Service: what I expect, and how I define ‘good.’

I used to have a fabulous beloved insurance agent named Ray Mungia. In a world where customers are merely a number, Ray made me feel like I was his only client. When I had a blow out and my car went into a ditch, he found me money on my policy that I didn’t even […]