Comments on: Surfing the Riptide of Customer Service, part 3 http://www.rescuemarketing.com/blog/2009/05/28/apple-customer-service-3/ Strategic, common sense marketing, operations and tech advice that will strengthen your business - today! Wed, 18 Jan 2012 23:16:11 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: trinlayk http://www.rescuemarketing.com/blog/2009/05/28/apple-customer-service-3/comment-page-1/#comment-3891 trinlayk Thu, 28 May 2009 18:47:34 +0000 http://www.rescuemarketing.com/blog/?p=2276#comment-3891 Unfortunately, in my experience as the CS phone rep... the gal will walk into the managers office, or the execs office (Open Door Policy being all the rage don'cha know) and tell them about the issue... and how the restrictions of the CS job aren't letting her take care of the customer. I'VE actually been the person saying "I could have taken care of this customer in 20 minutes if management would have allowed me to actually take care of the problem. Instead the customer has talked to several of us, for 5 or 10 minutes, over 5 or 10 phone calls, still hasn't been resolved, and is now VERY angry." Management, even if they get the trouble ticket, or the CS rep standing in the office telling them what the problem is, even 30 times with 30 different customers, the CS rep will be ignored. The phone menu (push 9,999 to get a human being) just make an annoyed customer with a problem that should be resolvable with ONE phone call just angrier and angrier. Unfortunately, in my experience as the CS phone rep… the gal will walk into the managers office, or the execs office (Open Door Policy being all the rage don’cha know) and tell them about the issue… and how the restrictions of the CS job aren’t letting her take care of the customer.
I’VE actually been the person saying “I could have taken care of this customer in 20 minutes if management would have allowed me to actually take care of the problem. Instead the customer has talked to several of us, for 5 or 10 minutes, over 5 or 10 phone calls, still hasn’t been resolved, and is now VERY angry.”

Management, even if they get the trouble ticket, or the CS rep standing in the office telling them what the problem is, even 30 times with 30 different customers, the CS rep will be ignored.

The phone menu (push 9,999 to get a human being) just make an annoyed customer with a problem that should be resolvable with ONE phone call just angrier and angrier.

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