Blogging Customer Service by Phone

raving lunacy: Blogging Customer Service by Phone

Well, what to say
Maybe he takes a stronger stand than I do (unless it is one of "those days"), and looks better than I do on one of "those days"

"Customers have questions that always fall outside of the range of material that companies present on their websites.

In the new world of company communication, we have the internet, it's bastard stepchild e-mail, and we have the telephone. The Internet is the most cost effective way to present your company, it's goods, and services.
It is the absolutely worst way to handle customers.

Customers have questions that always fall outside of the range of material that companies present on their websites. "

Note the link to:
The Money Page
Done in 1999 but cuts to the chase

Promulgation of a "rule":
Do NOT piss off the customer

The rest of the piece is good, damn good and how it can relate to blogs.

And note that email does not always work
I emailed Grohe (the faucet/fixture company) about 2 months ago with a problem/query
As of today, no response

My action - go elsewhere

How does this apply to blogging?
If you were to use comments, and pay attention to them, you might win
If you do not pay attention, sooner or later others will read the comments, and may go elsewhere
If you DO respond to comments, and there is a positive feedback loop (you respond, answer question, behave in a human to human manner) likely the word will spread, others will see this interaction, and may indeed become clients themselves

Anyway, go ahead and read it
Some good chuckles, esp. definitions of terms like "Anticipated Wait Times", "Recording for Training Purposes" ....