This Christmas season I flew back to Vancouver to visit family. I used up the last of my points to fly business class so I could bring extra luggage (for presents). While I must compliment Air Canada on their lounges, I have to say that the web site and baggage handling (at Ottawa in particular) leave [...]
Posts under ‘Customer Service’
How Enterprise Lost my business and Budget Won
So, I’m in NYC for the Web 2.0 Expo, and decided that I wanted to rent a car for one of the days I am here. I was on wireless on my BlackBerry 8900 curve, because data roaming is killer on these things. Unfortunately, the G band wireless at the conference leaves a lot to [...]
Poll/Question
If you were a service provider and your customer (who is currently spending something bigger than a breadbox with your company) reported that their accounting clerk had mistakenly paid you nearly $10,000 too much because you kept billing them for a service you were no longer providing to them, would you:
a) take a month to “deliberate”, then stick [...]
The Customer’s the thing…
I want to recount an example of a recent experience with excellent Customer Service from an online store. When I said that phrase to a friend of mine, he said, “What? Say that again?”, implying that “excellent customer service” and “online store” in the same sentence is some kind of oxymoron. Sadly, this is often [...]