We have all experienced bad customer service. I recently moved and went through the time consuming task attempting to change my address. Many of the companies that I do business with made it difficult. If I had an online account, the change was easy. If not, a couple of the sites didn’t even post a phone number while the ones that did have a phone number told me I had to call another number.
It makes you wonder – aren’t any of these people customers of other companies? Don’t they go through this activity in real life?
I was the marketing manager at a small start-up where we developed a new software product. A part of my marketing plan dealt with customer support. It was a process – an if, then, else matrix. We were so small that I took the initial call to determine the ‘if’ and then directed the call. If it was a simple installation question, I could provide the answer. If it was anything else, I got the engineer involved. This process worked well for us.
I would suggest that a company employee attempt to get support from their company so they can go through the process first hand. I am sure that they will have suggestions for improvement.
How many of you have done this?