customer service vs. customer acquisition

I’ve had a bit of a bad run with technology recently.  In the last couple of months, the following have gone wrong on me: two mobiles, PC, laptop, 3G dongle thingy, TomTom satnav, Bluetooth dongle, printer and broadband. Trying to get all these technology issues resolved has been a real eye-opener around customer service and … Continue reading customer service vs. customer acquisition

Difficult? No, just disappointed

Via the SmartBrief on Social Media e-newsletter, I found this post at Conversation Agent on the top 10 reasons why your customers are being difficult. But perhaps rather than specific, economy related reasons like customers feel you’re charging too much or customer service reasons like you make it difficult to reach the right person, I … Continue reading Difficult? No, just disappointed

Vodafone perhaps need to rethink their customer service function…

Ten hours (so far).  That’s how much time it’s taken me to get my mobile upgraded and (almost, kind of) working.  I’ve been bounced around call centres like pass the parcel, I’ve spoken to people in three different countries, I’ve mediated internal arguments between departments and I’ve nearly lost the will to live. It shouldn’t … Continue reading Vodafone perhaps need to rethink their customer service function…