Customer service reps : Your job is not to argue with the customers

More than twenty years ago I worked for a Greek ISP as a customer support technician. Those were the early days of the Internet, and the average customer had just upgraded their modems to 14.4 kbps speeds. As a customer service rep, my job was to listen to the customer, understand their problem, … [Read more...]

A Triad of Circumstances: When Corporations Don’t do their job

Quite often, I wonder if my definition of quality customer service is too demanding but the answer comes back as a flat "no". Having used the services of many companies over the years - from retail to banks - I can honestly say that I'm just an average Joe with regards to what I expect from their … [Read more...]