Comments on: Friday Musings

By: Ignacio Ramkissoon

Ignacio Ramkissoon — Sun, 27 Dec 2009 21:17:33 +0000

Nice writing, thanks! Memphis still holds a special place in my heart, I spent some time in my twenties there and still remember visits to Graceland, Beale Street, and of course the blues clubs.

By: Becky Carroll

Becky Carroll — Wed, 18 Jul 2007 16:01:58 +0000

Jan, thanks for your comments on Chris Isaak! I have seen him at a winery event also (in Saratoga, CA). He was fun, funny, and very open to meeting his fans. Plus, he is an incredible musician! As you said, it is easy to support a person that is so open to his fans. I appreciate celebs who recognize where their fame comes from (ongoing loyalty from fans). Thanks again!

By: Becky Carroll

Becky Carroll — Wed, 18 Jul 2007 16:00:08 +0000

Daksh at TheMarketingBlog: thanks for giving us your perspective from India! Interesting experience you had as well; I would guess the four numbers were supposed to be “local” to reduce expenses for the caller? Sounds like it needs some work.

By: Jan

Jan — Tue, 17 Jul 2007 22:02:46 +0000

I just went and saw Chris Isaak at the winery here. The guy puts on a great show and he is super nice to the fans. I stood in line to get autographs on 2 CD covers, and the guy IS the nicest guy in show business. I thanked him for the way he treated the fans, and he smiled and said thanks. I will buy every album this guy puts out, even if I don’t like it that much. At least I know he is respectful and will sign it for me at his next show and I can support a person like that.

By: themarketingblog

themarketingblog — Tue, 03 Jul 2007 06:33:30 +0000

Just to add I had written something about my experience http://themarketingblog.wordpress.com/2007/06/21/i-am-sorry-for-the-inconvenience-sir/

By: themarketingblog

themarketingblog — Tue, 03 Jul 2007 06:30:47 +0000

That’s the case with almost everone and not just AT & T. The problem is that customer-care representatives are not trained beyond a certain point. They are not quite sure how to react when a customer asks them something which they are not aware of. Under these situations they do a polite “transfer”.Unfortunately, majority of domestic Indian BPO executives don’t have the luxury to transfer the call to executives. Generally, this results in tawful cusomer experience.The other day I was searching for a domain hosting company. I was referred to a company called E-Web Computers LLC http://e-webcomputers.com. The website claims they’ve a 24/7 support and they’ve listed four telephone numbers for US, Aust. and more. I called up US number only to hear they couldn’t help me with anything.The representative politely told me in a “unique english accent” ( appeared like a mexican) to send an e-mail to the website.

I called up the other three numbers listed in their website, and on each occassion the same guy picked up the and gave the same response, please send them an e-mail. Pretty interesting experience,as this makes me wonder why the company has listed the four numbers on its website when its of no value at all.

By: Becky Carroll

Becky Carroll — Mon, 02 Jul 2007 17:44:40 +0000

Hey Lewis, you are so welcome! Chris will be a great one to feature.

By: Becky Carroll

Becky Carroll — Mon, 02 Jul 2007 17:44:01 +0000

Roger, I am so sorry to hear about your poor experience! I guess mine was simpler, as it was a hardware problem. Funny, though – when I called AT&T, I got a recording talking about any potential outages before I was connected.

I think one of the biggest issues with creating great experiences for customers is consistency. We can have all the right moves, but if they are not executed by EVERYONE, EVERY TIME, then we get frustrated customers – especially if that customer had a great experience last time.

Don’t spend that quarter all in one place!!

By: Lewis Green

Lewis Green — Sun, 01 Jul 2007 15:35:35 +0000

Becky,

Thanks for the Chris Isaak brief. I plan to feature him sometime this summer. And thanks for the shout out. Rock On!

By: Roger Anderson

Roger Anderson — Fri, 29 Jun 2007 21:04:11 +0000

Becky,
I had a similar go around with AT&T just the other day. About 3:30 in the afternoon our Internet connection just went out. This happens every few months to everyone, so I was not too worried about it. After 2 hours I called to see what was happening. I went through the India script routine as well. Unplug this, test that, and so on. When I told the “Technician” that I was certain our router was fine, all my computers could see each other, that the DSL light was indicating that it was OK, and that I was certain he was taking me on a useless journey – he hung up on me!

I called back and got another offer to enter the run around. I asked for a supervisor. I was not allowed to talk to one until I had spoken to a representative from the modem/router company. When I finally got to a supervisor he looked to see if there was a reported outage in my area. What a shock, there was!

When I asked why this information was not given to me in the first place, why I was hung-up on in the second, and made to waste time with the modem.router person in the third place, he had no answer. He offered to credit me for the lost time for that day – that is 25% of the one day rate. I pay $30/mo for DSL. Thats $1/day. 25% of one day would be $0.25 or a nice shiny American Quarter. Perhaps if he could guarantee that it would be the South Dakota quarter I need for my collection that might have had some meaning for me.

Next time, I’m just going to have you call and I’ll split the compensation with you. As it is I am now looking to update all of my contacts with a new email address so that the email address I have had for 12 years can be dropped. (pacbell, sbcglobal, and now AT&T have just gone too far.)

I’m glad you were assisted more graciously.