Comments on: What Does Great Customer Service Look Like? http://www.scheuguy.com/blog/2008/10/31/what-does-great-customer-service-look-like/ Not-quite daily musings from a marketing technologist finding his way in the health care sector. Tue, 16 Mar 2010 22:03:35 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Kai M. http://www.scheuguy.com/blog/2008/10/31/what-does-great-customer-service-look-like/comment-page-1/#comment-143 Kai M. Mon, 24 Nov 2008 04:07:10 +0000 http://www.scheuguy.com/blog/?p=229#comment-143 ATT has won me over. I used Verizon for 2 years, after 5 years with T-Mobile - my decision to go with ATT had to do with my ability to bundle my package with land line and DSL service, as well as their flexibility in changing plans from month to month. Not to mention, they're the only ones who offer rollover minutes. I called Customer service just this week and I have a brand new phone after the display on the original product went kaput. Verizon begged me to stay with them, after 2 years of hassles and no respect. I wouldn't go back to them despite their offers of free month of service. ATT has been fantastic, and my salesman remembers me whenever I go back to the store. ATT has won me over. I used Verizon for 2 years, after 5 years with T-Mobile – my decision to go with ATT had to do with my ability to bundle my package with land line and DSL service, as well as their flexibility in changing plans from month to month. Not to mention, they’re the only ones who offer rollover minutes. I called Customer service just this week and I have a brand new phone after the display on the original product went kaput.

Verizon begged me to stay with them, after 2 years of hassles and no respect. I wouldn’t go back to them despite their offers of free month of service. ATT has been fantastic, and my salesman remembers me whenever I go back to the store.

]]> By: William McNeill http://www.scheuguy.com/blog/2008/10/31/what-does-great-customer-service-look-like/comment-page-1/#comment-34 William McNeill Mon, 03 Nov 2008 20:35:47 +0000 http://www.scheuguy.com/blog/?p=229#comment-34 I agree, that's better than average customer service, but it illustrates a problem that's pervasive in the telecommunications and utilities industries and that's inaccurate billing and ordering information. The problem should never have happened in the first place. Their systems and business processes should be set up such that they minimize these kinds of errors. The service you received is really the minimum level of service you deserved considering it was 100% their fault. I realize that in today's world of poor service, we like to herald the good stories, but quite frankly it was the least she could have done. I agree, that’s better than average customer service, but it illustrates a problem that’s pervasive in the telecommunications and utilities industries and that’s inaccurate billing and ordering information. The problem should never have happened in the first place. Their systems and business processes should be set up such that they minimize these kinds of errors. The service you received is really the minimum level of service you deserved considering it was 100% their fault. I realize that in today’s world of poor service, we like to herald the good stories, but quite frankly it was the least she could have done.

]]> By: Jenny http://www.scheuguy.com/blog/2008/10/31/what-does-great-customer-service-look-like/comment-page-1/#comment-27 Jenny Fri, 31 Oct 2008 19:44:32 +0000 http://www.scheuguy.com/blog/?p=229#comment-27 I've got a good one for you... I was having trouble with my GoDaddy account earlier this week, and posted a frustrated Tweet about it. An hour later, I got an e-mail from someone at GoDaddy apologizing for the error. He said that he had looked at my account and found the problem. He then walked me through changing settings to fix it. I've found that good customer service is not just about fixing the problem; it's about going that extra few inches to please -- and keep -- the customer. I’ve got a good one for you… I was having trouble with my GoDaddy account earlier this week, and posted a frustrated Tweet about it. An hour later, I got an e-mail from someone at GoDaddy apologizing for the error. He said that he had looked at my account and found the problem. He then walked me through changing settings to fix it.

I’ve found that good customer service is not just about fixing the problem; it’s about going that extra few inches to please — and keep — the customer.

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