The Power of Technology (and People) in Customer Service
— Last week, I was the “victim” of a technology-induced Customer Service disaster – the result of powerful technology being improperly used.
This week, customer service guru Micah Solomon comments on the situation.
Here’s a quick re-cap: I bought a semi-expensive electronic gadget – a $400 radar detector. When it arrived, it wasn’t working properly. I went to the manufacturers’ website for an answer and found none. I clicked on the “Chat” button to speak with a support person, and was told that the support center was closed, but if I detailed my problem, someone would get back to me.
I spent the time to type in a long and detailed description of my problem. A couple of days later, I got the following email response “It is good to hear from you! Please feel free to give us a call and we will be glad to help. Thanks for your interest in Beltronics!”
note: I work at Dell