Comments on: You Are Now Entering the Customer Service Twilight Zone

By: Brad Shorr

Brad Shorr — Mon, 30 Mar 2009 12:16:39 +0000

Andrew, Good input. Perhaps I should create such an award if it doesn't exist. My guess is we would be swamped with nominees. Brad Shorrs last blog post..If You Have Lots to Say, Say It on a Business Blog

By: Andrew

Andrew — Mon, 30 Mar 2009 12:05:20 +0000

Brad, If there is such thing as an award for the most pathetic and meaningless communication of all time, then you should seriously consider nominating your trade association. Andrews last blog post..Should disgruntled staff kidnap the boss?

By: Barbara Ling, Virtual Coach

Barbara Ling, Virtual Coach — Sat, 28 Mar 2009 22:11:20 +0000

It certainly gives a new meaning to Brief, Pithy and to the Point!

Barbara

Barbara Ling, Virtual Coachs last blog post..Launch your affiliate signup page into the stratosphere Part 1

By: Brad Shorr

Brad Shorr — Sat, 28 Mar 2009 14:01:31 +0000

Fred, What a story - sounds like something out of Franz Kafka. (He would have had a field day writing about 21st Century customer service practices.) It amazes me how some companies stay in business despite the atrocious level of customer care they provide. Airlines and phone companies, in particular, are their own worst enemies when it comes to customer retention. Speaking of Kafkaesque, I have a theory that in our area, all Comcast customers are disgruntled former AT&T customers, and all AT&T customer are disgruntled former Comcast customers. Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone

By: Fred H Schlegel

Fred H Schlegel — Sat, 28 Mar 2009 13:38:40 +0000

I got caught in a closed loop with Stamps.com a few years back. Signed up for their service, a free trial I believe, and didn’t like the way the thing worked.

I canceled through their website, got billed. Emailed my cancelation, no response. Got billed again. Finally found a phone number, ‘can’t cancel your account till you pay us for the current month.’

Logic was used, “I canceled during your free trial. I NEVER SUCCESSFULLY PRINTED A STAMP.” The response – ‘Sir, it doesn’t matter if you use the service or not, the contract you agreed to….”

More logic, “I canceled last month, I don’t have to pay for this month.”

“Sir, can you prove you canceled? Have the confirmation email?”

“I didn’t get an email, look in your records, I’m there, I talked to Sylvia x2734.”

“Ah, yes I see that sir, Do you have the confirmation email?”

“Didn’t get an email.”

“Well sir then you’ll have to…”

The conversation went on for several weeks, through several phone calls and emails. I’m finally done with them, I think. And then I get the letter, “We’re sorry you’ve left. Here’s a special trial offer to try us again…”

I’m so disgruntled I loose hair simply remembering this thing.

Fred H Schlegels last blog post..Should You Brand By What Prospects Look For… Or By What You Want To Stand For?

By: Brad Shorr

Brad Shorr — Fri, 27 Mar 2009 20:51:58 +0000

Nice one, Bill. It's like a battle of wills between you and the customer service department. Much the same with many online chat programs. Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone

By: Bill Welter

Bill Welter — Fri, 27 Mar 2009 20:28:14 +0000

Customer service twilight zone? Every time I sit on hold listening to crummy music and the occasional “your call is very important to us” message!

By: Brad Shorr

Brad Shorr — Fri, 27 Mar 2009 19:44:31 +0000

Joanna, It's Friday. Much better to be entertained anyway! Glad you enjoyed the clip. Brad Shorrs last blog post..You Are Now Entering the Customer Service Twilight Zone

By: Joanna Young

Joanna Young — Fri, 27 Mar 2009 19:14:17 +0000

Brad, as always my mind goes blank when asked for an example, but I just had to stop by and say how much I enjoyed this post. A lovely mixture of humour and advice on good communication practice. Plus that video clip brought back many happy memories... Joanna Youngs last blog post..Inclusive Language: I, We, and You

By: Robert Hruzek

Robert Hruzek — Fri, 27 Mar 2009 16:11:58 +0000

Augh! left out a >! *sigh* So much for dramatic effect!