Why don’t some businesses understand that customer service today is an investment, as opposed to an expense. As a matter of fact, it’s not just customer service — every single interaction with any potential client of yours should be treated as an investment.
I did a live online chatting session with Comcast about their digital cable service today. As the conversation went on, it was clear to me that Clint, the service rep, was either an auto-responding robot or someone who could barely speak English and was strictly typing from a script. I wasn’t impressed either way. The responses were slow, redundant, and inhumanly. At the end of the session, the final answer I got was: “please check back with us in 2 to 3 days”.
It’s mind-boggling to me that someone would spend millions of dollars on advertisement trying to get my attention, and when they finally got it, they’d let a robot to do all the talking.
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