Comments on: Two Sides of Customer Service http://doughaslam.com/2009/01/22/two-sides-of-customer-service/?utm_source=rss&utm_medium=rss&utm_campaign=two-sides-of-customer-service Gischeleman: "To Create With the Mind" Fri, 30 Jul 2010 13:24:59 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Jim Storer http://doughaslam.com/2009/01/22/two-sides-of-customer-service/comment-page-1/#comment-1986 Jim Storer Fri, 23 Jan 2009 01:23:47 +0000 http://doughaslam.com/?p=777#comment-1986 Doug - The frequent flyer programs are constructed to make it challenging to redeem miles for anything with any real value to the "customer." Sure, it's easy to get magazine subscriptions, but the pain you go through to redeem those hard-earned miles is... well, just know I have scars. What I'm wondering about here is whether this is a perfect example of the difference between a company that's listening and a company that's not? And if yes, do you think the American airline would treat you better if they knew the audience you had in social media? Great example. Jim | @jstorerj Doug – The frequent flyer programs are constructed to make it challenging to redeem miles for anything with any real value to the “customer.” Sure, it’s easy to get magazine subscriptions, but the pain you go through to redeem those hard-earned miles is… well, just know I have scars.

What I’m wondering about here is whether this is a perfect example of the difference between a company that’s listening and a company that’s not? And if yes, do you think the American airline would treat you better if they knew the audience you had in social media?

Great example.

Jim | @jstorerj

]]> By: NAPP_News http://doughaslam.com/2009/01/22/two-sides-of-customer-service/comment-page-1/#comment-1983 NAPP_News Thu, 22 Jan 2009 18:41:49 +0000 http://doughaslam.com/?p=777#comment-1983 It's seems that more and more companies are ~finally~ cluing in to the fact that customer service is KEY... except the airlines (of course). ;) Just last week, I steeled myself towards the impending hell I thought I'd have to endure while calling Verizon and Bank of America, only to be pleasantly surprised, nay, shocked at the outstanding service I received! (NOTE: I have been on the phone w/these companies enough times to recognize that they both have enacted some serious changes to their CS models so I don't think I just got lucky w/my CSR) That's one of the things I noticed to when joining the team here at NAPP. I have worked with many CS departments in the past and NAPP/Kelby Media's old-fashioned approach to outstanding customer service was such a breath of fresh air! It's great to see that other companies are coming back around. It’s seems that more and more companies are ~finally~ cluing in to the fact that customer service is KEY… except the airlines (of course). ;)

Just last week, I steeled myself towards the impending hell I thought I’d have to endure while calling Verizon and Bank of America, only to be pleasantly surprised, nay, shocked at the outstanding service I received! (NOTE: I have been on the phone w/these companies enough times to recognize that they both have enacted some serious changes to their CS models so I don’t think I just got lucky w/my CSR)

That’s one of the things I noticed to when joining the team here at NAPP. I have worked with many CS departments in the past and NAPP/Kelby Media’s old-fashioned approach to outstanding customer service was such a breath of fresh air! It’s great to see that other companies are coming back around.

]]> By: TwitLinksRSS (TwitLinksRSS) http://doughaslam.com/2009/01/22/two-sides-of-customer-service/comment-page-1/#comment-1982 TwitLinksRSS (TwitLinksRSS) Thu, 22 Jan 2009 18:41:22 +0000 http://doughaslam.com/?p=777#comment-1982 <strong>Twitter Comment</strong> <a href="http://www.twitter.com/TwitLinksRSS" title="Twitter Comment" rel="nofollow"> <div title="TwitLinksRSS (TwitLinksRSS)" style="float:left;margin-right:10px;padding:0;width:60px;height:60px;background:url(http://s3.amazonaws.com/static.whitleymedia/picbg.jpg) no-repeat top;cursor:hand;"> </div> <div title="TwitLinksRSS (TwitLinksRSS)" style="float:left;margin-left:-70px;margin-right:10px;padding:0;width:60px;height:60px;background:url(http://s3.amazonaws.com/twitter_production/profile_images/52860147/fav_normal.png) no-repeat top;cursor:hand;"> </div> </a> Doug Haslam » Blog Archive » Two Sides of Customer Service: How far should a company go to keep its .. [link to post]<br /><br /> - Posted using Chat Catcher Twitter Comment


Doug Haslam » Blog Archive » Two Sides of Customer Service: How far should a company go to keep its .. [link to post]

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]]> By: kristenking (Kristen King) http://doughaslam.com/2009/01/22/two-sides-of-customer-service/comment-page-1/#comment-1981 kristenking (Kristen King) Thu, 22 Jan 2009 18:23:25 +0000 http://doughaslam.com/?p=777#comment-1981 <strong>Twitter Comment</strong> <a href="http://www.twitter.com/kristenking" title="Twitter Comment" rel="nofollow"> <div title="kristenking (Kristen King)" style="float:left;margin-right:10px;padding:0;width:60px;height:60px;background:url(http://s3.amazonaws.com/static.whitleymedia/picbg.jpg) no-repeat top;cursor:hand;"> </div> <div title="kristenking (Kristen King)" style="float:left;margin-left:-70px;margin-right:10px;padding:0;width:60px;height:60px;background:url(http://s3.amazonaws.com/twitter_production/profile_images/65181220/gravatar2_normal.jpg) no-repeat top;cursor:hand;"> </div> </a> RT @DougH: ok, then, here it is: Two sides of customer Service: [link to post] (I was so mad I broke my "no cat-blogging" rule)<br /><br /> - Posted using Chat Catcher Twitter Comment


RT @DougH: ok, then, here it is: Two sides of customer Service: [link to post] (I was so mad I broke my “no cat-blogging” rule)

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