Christmas sales surges often put a strain on online retailers; just ask Big W. Kogan has taken the unusual step of apologising for service issues experienced by some clients over the Christmas period, pledging to double its staff numbers and improve response times after a number of complaints. More »
Vodafone’s main response to the litany of complaints that kicked off late last year has been to spend up on network improvements of variable helpfulness. The Australian Communications and Media Authority (ACMA) has now ordered it to fix up the other element that led to massive dissatisfaction with Vodafone: the way it described network coverage and its processes for handling complaints. More »
Getting good customer service can sometimes feel like a crapshoot, but weblog Consumerism Commentary offers a few suggestions for improving your experience, including “sandwiching” your criticism between two positive statements. More »
Getting what you want out of customer service is hard, but CNN Money reader Michael Brownholz was able to avoid a delayed flight by suggesting his own simple solution instead of waiting for the representative to come up with their own. More »
The good news? Vodafone says it is installing a more efficient customer service system. The bad news? It won’t be in place until March next year. More »
Call centres are a major employer and a major user of IT. If you’re tasked with running one, or with helping to provide the technology systems used by one, here are six simple “don’ts” to bear in mind. More »
A new ATM design incorporates video-conferencing, meaning you can chat with a teller even if there’s not a branch around. How tempted would you be to use one? More »
When you’ve got a phone or Internet problem and you’re stuck dealing with some under-informed and unpaid minion at a call centre, it’s hard to escape the feeling that the issue could be easily resolved if you could just get hold of the right person. Research by the Telecommunications Industry Ombudsman (TIO) suggests you’re not wrong. More »
According to Roy Morgan, the Good Guys and Retravision top the list. Hit Danny’s post at Gizmodo for all the stats, plus why Harvey Norman aren’t on the list (no, it’s not because of their online cluelessness). [Gizmodo]
