World-Class Customer Service
We’d like to give a warm congratulations to Telecom New Zealand, who won the prestigious 2007 Implementation Award by Speech Technology Magazine. The award is provided to companies who achieve significant results from their implementation. The results speak for themselves, and are the result of careful planning, attention to detail, and follow-through.
Check out the article on TMCnet at: TuVox Customer Wins Prestigious Implementation Award.
In my Blog entry Knee Jerk Customer Service on August 7th, I described how I dumped my wireless carrier after 5 years of cell phone bliss.
Apparently, some wireless carriers are also breaking up with their customers — if they call too often.
Check out Sprint Drops Customers Who Call for Help Too Often on NPR from July 11th:
Day to Day, July 11, 2007 · Cell phone service provider Sprint is dropping some of its customers who frequently called customer service with problems. The company sent letters to about a thousand customers telling them it was time to move on to another provider.
What is also interesting is the shocked and stunned reaction of the dumped customers on the Sprint Users Discussion Board.
Back in August, I posed the question:
Are their systems and business processes just too knotted up to deliver proactive customer service?
Or, do they just take their customers for granted?
I’m starting to think there is a third option: they see their customers as a nuisance.
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