chrisbrogan.com - Latest Comments in Here’s a Hint- Don’t Whisper

Re: Here’s a Hint- Don’t Whisper

Bad Credit Car Loan — Sat, 07 Aug 2010 17:24:38 -0000

With all the social media tools available, you would think there would be better ways to cut costs in other areas, and spend a little more on actual customer service.

Re: Here’s a Hint- Don’t Whisper

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Re: Here’s a Hint- Don’t Whisper

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Re: Here’s a Hint- Don’t Whisper

Jeremy Hilton — Tue, 02 Dec 2008 14:27:25 -0000

@Peter

Shouldering the blame for poor customer service on customers because they didn't RTFM is wrong.

Sure, as a customer maybe I didn't open the directions or really try to understand the product before calling. Shame on me.

However, the first action that I took which hurtled me down the path of poor customer service, buying that company's product, is all that really matters.

Without me, customer service reps wouldn't have jobs. Neither would the call center managers, nor the executives that run the company. Without me, the shareholders wouldn't have any shares to look after. In fact, the company exists because of me.

Is a little hand-holding and courtesy too much to ask?

Re: Here’s a Hint- Don’t Whisper

Katie Langston — Mon, 01 Dec 2008 22:28:37 -0000

Ugh, ugh, ugh. Lisa, I really like what you said about looking at your business "holistically." Because, really, what could be more important to your bottom line than satisfied customers???

Re: Here’s a Hint- Don’t Whisper

Lou — Mon, 01 Dec 2008 21:07:28 -0000

Had the same experience just today. Running behind due to a death in the family. I Answered, tried to pay, and after five times couldn't get my SSN over to Mangalore- "No, I Said 123" " That Was 023?" "No, 123" "Sorry, 0123?"

I Finally hung up. I'm taking care of it right now in the other window-

Re: Here’s a Hint- Don’t Whisper

Phil — Mon, 01 Dec 2008 13:44:48 -0000

I say move your loan. If they don't care enough to serve you properly you shouldn't be giving them business

Re: Here’s a Hint- Don’t Whisper

Ted Murphy — Mon, 01 Dec 2008 10:11:05 -0000

How about CS as the new business model? Isn't MySql's entire business model basically customer service contracts? And didn't Sun Micro buy them out for $1 billion last Jan?

I think every product company in the world (literally) should have a pay-per-minute help option available online. Even if it were $0.50 per minute, that could be a win-win for everyone.

Re: Here’s a Hint- Don’t Whisper

BryanPerson — Mon, 01 Dec 2008 08:44:27 -0000

Moving your car loan? If GMAC goes under, it might be moved for you!

Bryan Person | @BryanPerson

Re: Here’s a Hint- Don’t Whisper

Michele Connolly, Get Organize — Mon, 01 Dec 2008 05:47:28 -0000

Exactly; you go to CS when something goes wrong - and the experience rarely leaves a good taste in your mouth (unless you go in person and they give you chocolate, which almost never happens).

And that's a great reason to automate payments and minimize the chance that things can go wrong.

(Some simple tips are in this little post
http://www.getorganizedwiza...

Now, where are we on that chocolate?

Re: Here’s a Hint- Don’t Whisper

Thomas Hicks — Sun, 30 Nov 2008 20:29:34 -0000

I have believed for some time that the overseas CS solution would eventually be the proverbial sword that companies employing this cost-cutting methodology would throw themselves upon unwittingly. I've had countless conversations with clients frustrated with the communication gap at these call centers. When will large organizations learn that good CS is not scripted! I believe that the American consumer would embrace a higher priced product if it included support from CS reps that you can actually understand. I don't mean to cast aspersions at the hard-working men and women in these call centers as I am sure that they are just doing the same thing we are: trying to survive in a global economy.

Re: Here’s a Hint- Don’t Whisper

Sonny Gill — Sun, 30 Nov 2008 19:03:20 -0000

Do these companies not care as much because they realize that people like you may not go through the trouble to move your car loan? Companies seem to be taking advantage of this and realize they're able to cut costs at the expense of their customers. Sad really.

I understand cutting costs may be needed but throw the rulebook out the window and give your customers some sort of positive experience at the least.

Going the extra mile is what's gone out the proverbial window.

Re: Here’s a Hint- Don’t Whisper

Peter O'Connell — Sun, 30 Nov 2008 18:58:05 -0000

@Chris I understood the point from the get go.

Regarding CS, the vicious circle of developing technology to make our lives easier results in the cost of developing trained talent to serve which when combined with peoples inability or indifference to learn the technology before crying for help (that might be me) etc., means that customer service in almost ever sector is going to suck.

As customers, we can't or won't learn the technology or even read the directions. And as for companies - they will always serve share holders first and see service as an after thought- in fact, an EXPENSIVE afterthought, public statements or mottos about CS notwithstanding.

We should all save our old complaint letters and emails (or blog posts)...we'll soon see them as archaic wastes of of time and effort.

Boy I hope I'm wrong but I don't think I am.

Best always,
- Peter

Re: Here’s a Hint- Don’t Whisper

chrisbrogan — Sun, 30 Nov 2008 18:12:14 -0000

@Peter - absolutely right. If I'd paid my bill on time, I wouldn't have had crappy customer service.

Now, stop and think.

Do you EVER use customer service when things are going as planned? No. Thus, no post if there isn't something outside of plan.

Re: Here’s a Hint- Don’t Whisper

Maria Elena Duron — Sun, 30 Nov 2008 16:45:04 -0000

Brilliant, Chris! And, I "hear" what Peter's saying in his comment yet realize that ANY INTERACTION is a chance for a company to excel at customer service or fail. In this day and age, no one "has to" do business with anyone anymore. The choices are vast and the mentality of "jump through our hoops" will leave you high and dry. Wonder if all the companies begging for bailout realize this or do they think it's business as usual from the 1970s? I think the market, through natural attrition, gets rid of those who are not competitive or "up to par" and brings in the new who are responsive.

Re: Here’s a Hint- Don’t Whisper

johntindale — Sun, 30 Nov 2008 15:55:38 -0000

The truth of the matter is that in the big picture no one cares. I don't want to talk bad about the company where I work, but we added a $10 gas surcharge to our billing over the summer when gas prices went up, and I asked my boss the other day if we were gonna stop doing it now that prices are down. "No-why would we do that?"
I worked at Nordstrom in the 90's when many other companies were learning from us about how to provide great customer service, but it seems like it might have just been a passing fad.

Re: Here’s a Hint- Don’t Whisper

Peter O'Connell — Sun, 30 Nov 2008 15:10:34 -0000

Chris:

Sure GMAC handled this badly...bad customer service is the rule rather than the exception.

But couldn't this whole thing been avoided if you'd paid your bill on time in the first place?

Re: Here’s a Hint- Don’t Whisper

Melody-Jane — Sun, 30 Nov 2008 14:46:29 -0000

I really hope that companies realise how important usability as a service is and sooner rather than later. We would stop suffering earlier, and they could save themselves from failure. There are enough companies out there who do know how to provide good service, and people know how to find them.

It makes no sense to annoy your own customers.

Re: Here’s a Hint- Don’t Whisper

Lisa — Sun, 30 Nov 2008 14:37:07 -0000

A year ago I worked as Marketing Manager for a newspaper and the new "powers that be" wanted to outsource our customer service department to India. The customer service dept. had people call them to chat because they loved our product so much, why on earth would a dying industry think that now was the time to skimp on customer service?

I left because I didn't want to be on the ship as it went down, and it has. The whole community is in an uproar, they were even picketed.

People get so focused on "the bottom line" they forget to think about their business holistically.

Re: Here’s a Hint- Don’t Whisper

Kevin Stirtz — Sun, 30 Nov 2008 13:43:52 -0000

Chris - you're right that you (probably) won't move your car loan but that's not the only risk GMAC faces. Remember customer loyalty includes not just retention but also share of wallet AND word of mouth. And, as you've shown here with your post, GMAC gets one more ding in the negative karma column. It all ads up.

Re: Here’s a Hint- Don’t Whisper

Alan Underkofler — Sun, 30 Nov 2008 13:02:52 -0000

Another great example of customer service becoming a lost art. The best part about these experiences we have all had is it creates an opportunity for a bank or any business to win us as customers. The next time you go out make that purchase especially if it's a large item where you might be dealing with a bank or vendor for three to five years consider your options. I know many small banks and credit unions in San Diego which would love your business! The difference is when you forget to pay your bill you might just get a call from your personal banker instead of a jumbled call from someone in another country who really can't help you!

Re: Here’s a Hint- Don’t Whisper

Don — Sun, 30 Nov 2008 12:55:11 -0000

GMAC in their infinite wisdom! ;-)