Comments on: The Customer http://blog.entrepreneurthearts.com/2008/05/09/the-customer/ Innovating Through Artistry Tue, 07 Feb 2012 19:25:16 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Andrew Favreau http://blog.entrepreneurthearts.com/2008/05/09/the-customer/#comment-93 Andrew Favreau Sun, 11 May 2008 18:19:21 +0000 http://entrepreneurthearts.wordpress.com/?p=545#comment-93 This poem resonated with me after spending three days trying to get through to a live customer service representative for FTD. The flowers they sent my mother for Mother’s Day were wilted and tired, and although they have a response mechanism via their Web site, I wasn’t able to get this issue resolved before the holiday. That said, leveraging Web-based communications mechanisms provide great alternatives to better serve customers and prevent the inherent frustration of customer service. I was most impressed with the customer service process at T-Mobile. If you are stuck waiting in the virtual queue, T-Mobile allows you to enter your phone number and a representative will call you back when it’s your turn. This prevents neck strain, and demonstrates how this company values its customers’ time. Wish more companies did this. Happy Mother’s Day. This poem resonated with me after spending three days trying to get through to a live customer service representative for FTD. The flowers they sent my mother for Mother’s Day were wilted and tired, and although they have a response mechanism via their Web site, I wasn’t able to get this issue resolved before the holiday.

That said, leveraging Web-based communications mechanisms provide great alternatives to better serve customers and prevent the inherent frustration of customer service.

I was most impressed with the customer service process at T-Mobile. If you are stuck waiting in the virtual queue, T-Mobile allows you to enter your phone number and a representative will call you back when it’s your turn. This prevents neck strain, and demonstrates how this company values its customers’ time. Wish more companies did this. Happy Mother’s Day.

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