Are You Talkin’ to ME?

customer-service.jpgThe folks at Comcast need to hire social networking guru Jay Deragon to give a training class on the best ways to enhance customers’ experiences with their business. In his recent post, Jay relates the woes of trying to call Bank of America only to become increasingly frustrated with the whole experience.

We’ve all heard the canned message, “Your business is important to us and we value our relationships. Please stay on the line until our customer service representative can assist you.”

Because of a recent decision to move the computer from the living room to the bedroom, we had to get an internet connection placed upstairs. Since we are Comcast customers, we called to schedule a technician to come out and provide us with a new connection. After sitting around waiting for the tech to show up in that three hour window they gave us, he finally showed.

The service was great, and we got the computer moved, but the reason for this post is what happened next: Less than 24 hours after the service call, we received a follow-up call to make sure that everything was to our satisfaction. After explaining that the connection was slower than it had been, and that the last time we reported that it was this slow it was because there was a splitter inside the cable box, the customer account executive who was fielding my call said, “Well, you probably have some spyware or other adware on your computer, so I don’t think it’s our problem.

We regularly delete the cookies and additionally have two anti-spyware/adware programs running on our computer all the time. As we were explaining this to the “executive,” she said, “The sweet tea is mine. They didn’t have any. They gave us a discount and they gave us the stuffed mushrooms for free.” SHE WAS TALKING ABOUT HER LUNCH ORDER WHILE ON THE PHONE WITH A CUSTOMER!!!

Then she came back to us, “I’m sorry, sir.” Nothing. I knew exactly what had happened and wanted to let her know I didn’t appreciate it. So I waited and said nothing. “Sir?”

Doing my best Robert De Niro impression, I asked, “You talkin’ to me?” She responded by apologising profusely and saying that she couldn’t believe she did that. “That was very unprofessional of me,” she said, “and I do apologise.”

I told her I accepted her apology, which I did, but reading How Does Free Impact Your Business?, I began to consider the number of customers/clients to whom she’s done the same thing.

How are we supposed to feel that we are important to service providers on whom we depend daily, if their representatives do not respect us or our time?

How ’bout it?

Explore posts in the same categories: relationship economy, social networking, social web, The Communications Factors, Web2.0

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3 Comments on “Are You Talkin’ to ME?”

  1. Art Says:

    Good post. Digg worthy.

  2. Watch out, Mark. Once customer service understands The Relationship Economy, marketing won’t be far behind 🙂

  3. Dede Farhan Aulawi Says:

    Customer service ia very related with psichology aspetcs. We must be know what are customer need. It is very important, so we can create a good strategy to service untill they are satisfy.

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