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Call centers and customer service: The good, the bad, and the clueless

We always hear about how everyone is implementing best practices at their organization and how they have the greatest customer service center for their product or service. Let's just cut through the rah-rah self-promotion and hype. The truth is, some are very good and some still can't put it all together.

Best practices

There are some consume......

Full article >>> ers. Jewelry Television is on cable.

Once they have you in their database when you call, they have all of your information already in place and have friendly people that know the special applications of different manufacturers' tires for SUVs, cars, and trucks. It is a very simple call to replace a set of tires. The same applies to Jewelry Television.

Both follow up with an e-mai......

Full article >>> e center, they were completely unaware of any discount or anything else.

Nothing aggravates me more than that deer-in-the-headlights look you get from someone who is supposed to know their product and policies. All of a sudden, everyone with the assistant manager title and all the team leaders can't make a decision or get an answer.

Did you know they use the same 800 number for s......

Full article >>> ales?

Evidently, providing good customer service transcends knowledge of any singular product or service. I am sure U.S. Cellular is paying their call center executive a lot more than the Tire Rack or Jewelry Television is.

What happens in Vegas, gets messed up in Vegas

A call center I recently used that I thought would be of the utmost customer service was the re......

Full article >>> e and the product rings up $2.99 and you know it was on sale at $1.99. When you protest, you are looked at like you are from another planet or worse, a criminal trying to steal. When the price check comes back $1.99, the clerk just keeps ringing things up, not even acknowledging that you were right to question the price. Chances are they don't even update the database. Maybe the next customer won'......

Full article >>> National broadband policy: Let's get it right this time

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