Discussion on:

Service and Support: Get the fundamentals right

My post for this week was inspired by an article I read listing this year's worst customer service performers.

The biggest reason most of these companies landed on this list? They didn't deliver on their promises to customers.

How do you keep your customers happy? Or, if they're not happy, how do you keep them from blaming you for what went wrong?

My firm had some promises that we were not able too keep, so we ended up saying "Hey, we screwed up.. you will get everything for free!"
Keeping the client, loosing alot of money but reputation intact

That's the motto in Israel. And it works. Everything is monopolized, people would lie that they were happy with the service they got to save face - complaining is a sign of weakness, it's a middle-eastern thing - and large corporations and chains of stores behave like bullies with good political connections. I bought a defective Microsoft Keyboard a while ago, was ridiculed by customer service, was offered another defected one as replacement, the 'BBB' has no teeth, etc. etc.

Just my local perspective : )

I've been a service guy since '82. First telephone and now computers in 2 banks. I've told every one of my "customers" (end users) that they are NOT bothering me. In fact if they don't call me then I have no job.
It really is that simple.

My identity was stollen for a credit card transaction to Dell, the credit card was from rhymes with Face Bank and they did not process the report but only wanted to sell me Identity Theft insurance. Dell was also hard to contact. Hey be there, do the basic job. This happens a lot for consumer call lines. The anti-virus companies are terrible for contacting for account service also. You can pay and have them say you owe the the next day and every day thereafter.

Simple concepts yet extremely effective in customer service scenarios.

CUSOTMER ARE UNHAPPY!