BBD=Bad Business Decision. I am always amazed that companies want to charge for customer service, but obviously it must work for them. I can see where computer customer service is a difficult thing since you often have uniformed end-users. However, this abcnews.com story is over-the-top (my bold): Many consumers are used to getting customer service on the phone from international call centers, but now some companies are offering domestic aid for a price. I just laugh when I read it. Extra charges for domestic support just seems insulting to me as a consumer. Again, I may be really out of touch on this one. The article continues with worse news:… Read More
Continue ReadingMonologue Communication
JustSell.com’s latest newsletter has a quick-hit tidbit that caught my eye: Be careful to avoid working to get the needs of your paying customers and highly qualified prospects “off your plate”. These are the people who deserve your attention and time. Technology has allowed us to communicate by monologue – in one direction – sending or leaving a message in the written form (email) or oral form (voice mail) and then moving on until we receive a response. This can cause us to get lazy in our service efforts – creating gaps of needed care and attention and subsequently weakening relationships that might otherwise build stronger barriers to competitive entry.… Read More
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