http://www.lifehacker.com.au/2009/07/get-better-customer-service-by-being-a-better-customer/ tips and downloads to help you at work and play Sun, 22 Nov 2009 11:06:09 +1100 http://wordpress.org/?v=2.8.6 hourly 1 http://www.lifehacker.com.au/2009/07/get-better-customer-service-by-being-a-better-customer/comment-page-1/#comment-11156 scott Mon, 06 Jul 2009 12:33:05 +0000 http://www.lifehacker.com.au/?p=337186#comment-11156 Have found that explaining to the call centre operator that my emotions are not directed at them personally but at the company. Also that the company will only provide that number as a point of contact it is the company that has put them in the position to have to deal with my emotions from bad service. A few years ago after appalling service from bigpond, I tracked down a phone number for the national marketing manager on a press release on the internet. When I called his PA and pointed out how much money their call centre was costing them in cancelled orders due to poor service, I received 3 calls within 20 minutes to rectify the situation and an installer was called out on a Sunday to install the new product (unheard of). If only management regularly listened to the recorded calls they would see how much the call centres were costing them. Have found that explaining to the call centre operator that my emotions are not directed at them personally but at the company. Also that the company will only provide that number as a point of contact it is the company that has put them in the position to have to deal with my emotions from bad service.
A few years ago after appalling service from bigpond, I tracked down a phone number for the national marketing manager on a press release on the internet. When I called his PA and pointed out how much money their call centre was costing them in cancelled orders due to poor service, I received 3 calls within 20 minutes to rectify the situation and an installer was called out on a Sunday to install the new product (unheard of). If only management regularly listened to the recorded calls they would see how much the call centres were costing them.

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