I’ve been asked to speak in Melbourne on April 15th (evening) about the impact of social media, online communities, social networks and call centres. As you probably know, I believe that while marketing and PR want social networks to be about them and their needs, the customer usually has a specific question they want answered, [...]
Archives for customer service
Australia: Foxtel’s faulty customer service – 1 week.
At the very bottom, above the line is “Customer Service Updates” link Well, I didn’t believe it. Foxtel Customer Service has been down for over a week. Nope, I’m not exaggerating. And I don’t mean, busy or hard to get through. I mean “sorry for the inconvenience but we can’t take your call right now.” [...]
McKinsey is annoying me…
Not really social networking. Actually not social networking at all. But it annoyed me. McKinsey recommend overbooking technicians to make them more productive. Let’s forget about all the delayed appointments, missing parts and lost in traffics – things that weren’t straight forward and gosh! most of the technicians that come to my house have to [...]
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