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Your call is (not that) important to us by Emily Yellin

August 14, 2010

Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives Read Chapter 1.

I don’t normally pick up airline magazines, but I did on the way back home and found this gem. It’s about customer service. Chapter 1 focuses primarily on Comcast and some of this you have to read to believe.

There’s the story of LaChania Govan who had a problem with her video recorder. After a month, she finally got in touch with someone who helped her only to get the next bill with her name changed to something mmmmm unseemly.

D. C. technician on the phone so long waiting for help that he fell asleep on the customer’s couch. Customer taped this incedent:

Mona Shaw (76)  and hubs waited for a technician to come and install her triple play (phone, internet, cable). They showed two days later and didn’t finish. AND they didn’t come back to finish. They’ve got no phone. They can’t call, so they drive to the office and are told to wait OUTSIDE in August. They waited for two hours to find out the man they were there to see had left. She went back the next week with hammer in hand and got their attention.

I’ve only read chapter 1, but it was a very good read. I’ll be looking for the rest at the library!

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One Comment leave one →
  1. Ann permalink
    August 17, 2010 5:48 pm

    as a customer service professional, I have a love-hate relationship with stories like these. And with customers. 😛 I’ll have to get this at the library.

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