Dear Time Warner:
Ms. King didn’t enjoy your phone calls, and who can blame her. Your customer service representatives called her — after she explained that they had the wrong number — an additional 74 times to harass her about a previous client’s unpaid bill.
Now a court says you owe her $229,500 under the Telephone Consumer Protection Act.
So, call me instead. I’m an actual Time Warner Customer. I even pay my bills. And I’ll only charge you…$1,000 a call.
Posted in Business, customer service, Humor, law, News, Relationships, Shopping, telephone
Tagged bargain, Business, call me, customer, customer service, Humor, law, news, shopping, telephone, Telephone Consumer Protection Act, Time Warner, unpaid bill
I love you both.
How many matinees have I enjoyed with popcorn in one hand, Sweetarts in the other, and a large diet soda in the seat’s cup holder?
But, alas, that’s only memory now.
For some reason, you two have parted ways, and my favorite movie candy is no longer available at the AMC concession counter.
I have expressed my disappointment at the theatre. I have requested Sweetarts’ return in online surveys. But today —
I’m takin’ it to the tweets.
Resolve your differences. Bring sweet and salty together again. The weekend is here…
And the Egg wants to see a movie.
Posted in Business, Commentary, customer service, Entertainment, Foods, Humor, Life, Movies, New York City
Tagged AMC theatres, Business, candy, commentary, concessions, customer service, entertainment, Foods, Humor, life, matinee, Movies, New York City, pair, popcorn, soda, Sweetarts, theater
A friend in the education biz recently developed a course on customer service for his company.
I provided some general communication tips, but realized today that I didn’t mention a personal perspective that I have gained from years on the phone with customer service representatives:
If the customer service representative speaks with a Southern accent, I:
a) believe they want to help me;
b) have found that they do help me; and
c) am in a better mood when I hang up because they are friendly — regardless of how I felt when started the call.
Now, I tend to believe that the people on the call on true Southerners. You can’t fake that hospitality…
Or can you?
It’s something the companies who depend on customer service — and, really, what company these days doesn’t — need to consider. We can teach people how to lose an accent…
Why not teach customer service folks to have one?
Posted in Business, communication, customer service, Education, Friends, Humor, Life, Relationships, Technology, Travel
Tagged accents, bless your heart, Business, communication, customer service, customer service representatives, education, fake it, friendly, friends, good mood, help me, Humor, keep calm and fake a Southern accent, life, Mood, Relationships, South, Southern accent, Southern hospitality, Southerners, technology, telephone, Travel
First of all, I want to clarify —
This is not a rant. Think of it more as a ‘huh.’
Yesterday a package arrived at my door. It was addressed to a man who hasn’t lived here in almost six years.
I quickly deduced he had selected his old address by accident while shopping online, so I called the company to see if I could help correct his error.
(How nice am I?)
Turns out the company’s customer service just isn’t set up for this type of communication. All their scripts are for customers, not people like me trying to assist another customer. The representative I spoke with understood the situation and was definitely working with me to help correct it, but she refused — or maybe wasn’t allowed to? — say anything that was not in her script.
So nothing she said to me made any sense.
Even after we figured out how to resolve the shipment error, she thanked me for my order and hoped I would return again.
You know? Probably not.
Posted in Business, Commentary, Humor, Life, Relationships, Technology
Tagged Business, commentary, customer service, customer service representative, Humor, Internet, life, lost in translation, lost package, online shopping, rant, return to sender, script, shipment, technology
We hear about bad customer service all the time.
I want to highlight some amazing treatment I received from Miranda, a live chat representative at Discover Card.
As most of you probably know, I earn ‘cash back’ for using my Discover Card — a percentage of my monthly purchases. I can take that cash back as money; use it to pay online purchases; or buy gift cards from partner retailers.
I am a movie junkie…so I buy AMC Theatre gift packs every time.
For $20, I get two movie passes and a $5 gift card for concessions.
In New York City, that’s a $40 value since our movies costs so much more.
It’s a great deal.
Recently I was using some of those $5 gift cards at my local AMC theatre concession stand, and they didn’t work. I tried one after the other…
I used the live chat feature at Discover.com and told Miranda my troubles. When she found out that six of my $5 gift cards were sickly, she immediately sent me six complete AMC Movie Theatre gift packs.
That’s $120 worth of gift packets — $240 by NYC standards — for a mere $30 worth of bad cards for my inconvenience. Now, that’s amazing customer service — above and beyond what I expected.
Thanks, Miranda. (I gave you a great evaluation.)
Posted in Business, Commentary, Entertainment, Finances, Humor, Internet, Life, Movies, Relationships, Shopping
Tagged AMC theatres, bad customer service, Business, cash back, commentary, concession stands, credit cards, customer service, Discover Card, entertainment, evaluation, finances, gift card, gift pack, giving credit where credit is due, Humor, Internet, life, live chat, monthly purchases, movie concessions, movie junkie, movie passes, Movies, New York City, online purchases, Relationships, retailers, review, shopping
Businesses of the world:
If you pride yourself on providing outstanding customer service, prepare to be schooled.
A company in China that manufactures custom-fit slippers didn’t even blink when customer Todd Boddingham ordered a special slipper to fit his over-sized left foot.
Perhaps if they had, they would have read his instructions more clearly.
Todd requested a size 13 right slipper and a size 14.50 left slipper. But the Chinese company — eager to please and not to question, it appears — mistook the special order to read a size 1450.
That’s a seven-foot long slipper, people. And that’s what they manufactured and shipped.
Now, you could ding their product fulfillment…their communication, too. But you can’t deny their commitment to give the customer exactly what they thought he wanted.
Can your company fill those shoes?
Posted in Business, Commentary, Design, Fashion, Humor, Life, News
Tagged Business, business communication, china, Chinese manufacturer, commentary, custom-fit slippers, customer service, design, Fashion, fill his shoes, Humor, if the shoe fits, life, news, outstanding customer service, over-sized foot, product fulfillment, size 1450 shoe, Todd Boddingham, Travel
I have my issues with Apple.
They make innovative products — I’ll give them that. Their really cool looking gizmos do most of the stuff they’re supposed to do.
But they repeatedly rush their products to market under a blaze of brilliantly constructed advertising — honestly, no one does marketing better — and when their products fall short of what was promised, they totally suck on the customer service end.
There was the pre-order debacle — as in, people couldn’t get through to place one. Now in-store inventories are low. And lines to get the iPhone 4’s that are available at the stores are ridiculously long.
Apple’s poor follow-through even drove perennial everyman Jason Bateman of “Arrested Development” to pull the celebrity card and cut a 2,000-person long line at a Los Angeles store to get his iPhone.
He got booed when he left.
And what’s this? There’s a yellow tint or line on their much heralded display. More seriously, if you hold the phone wrong, you might not get a signal. Pardon me…I hold my cellphone at the bottom, like a normal person.
I’m not hurling all this bitterness at Apple because I was stuck in a long line waiting for my iPhone. I use a Palm Pre quite happily.
I just want Apple to realize that customer service is the other side of marketing. If your can’t deliver on the BS you’re selling…
Posted in Business, Humor, Internet, Travel
Tagged advertising, Apple, Arrested Development movie, Arrested Development tv show, Business, celebrity, cellphone antenna, cellphone signal, cellphones, customer service, Humor, in store, Internet, inventory, iPhone, iPhone4, Jason Bateman, Los Angeles, marketing, Palm, Palm Pre, pre-order, Travel