It’s always surprising to me how many companies, both business broadband companies as well as others, don’t practice the philosophy of putting the customer first. I was reminded of this as I was trying to reach the care team for a problematic product.
I had called for help and got wrapped into one of those long automated call queues, where you enter information on who you want, the type of problems being experienced, the call back number etc. After 10 minutes, I got a call center rep who proceeded to ask me for all the info I had entered, and then said they would transfer me to someone else. After 15 minutes on hold, I got another rep who asked some questions, had me perform a couple of things to fix the issue, and then transferred me to a higher level queue. Another 15 minutes on hold and I finally reached a live person who was knowledgeable about the issue. When all was said and done, they fixed my problem, but I lost an hour of my time.
If you run a business that is built on a quality customer experience, then you know the importance of providing responsive and knowledgeable customer support, just as we do. So next time you buy a product, you might want to see what customers say about the support. I know I will.
- What’s causing slow Internet speeds for your employees? - March 12, 2015
- So many companies act as if they don’t care about their customers - September 25, 2012