customer service

Home
customer service

Share |

Is your web site a Lisa or a Nelson?

Why you should help users recover gracefully from their mistakes

15 March, 2012
2
by Rob Cottingham

We all like to talk about how organizations can recover from their own customer service failures: the gadget that won't connect, the handle that snaps off, the delivery that never arrives.

But how about when the customer screws up? How easy do you make it for them to recover lost information, correct a mistake or get out of a dead end?

Put it this way: if the web is like an episode of The Simpsons, is your site more like helpful, compassionate Lisa, or Nelson "Haw, haw" Muntz?

read full article

Share |

I just blogged to say I love you

Inviting positive customer feedback

28 March, 2009
0
by Alexandra Samuel

I had a great customer care experience yesterday. I had entrusted my MacBook Pro to the wonderful folks at Mac Station, our favourite Apple retailer and service center. But the drive replacement wasn't covered by warranty -- because Mac Station couldn't find a record of my AppleCare coverage. We quickly realized that my warranty hadn't transferred from a previous Mac, and that Apple would need to step in to complete the transfer. Mac Station gave me the Apple number to call, and I set to work.

read full article