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How to Be Customer Unfriendly
How to Be Customer Unfriendly
Another Customer Service Training Article from Ron Kaufman
One of my favorite airlines committed a customer interface blunder. They changed the automated telephone menu system for reservations, removed the 24-hour fast-access option for frequent flyers, set up the menu so it changes at various times of the day, and put long recorded messages on the system to ‘educate’ passengers while they wait.
I’ve called this airline many times. My fingers know which buttons to push to get what I need without delay. Now my fingers are lost and my ears are listening to long messages. I am still trying to figure out which menu works at which time of day and which buttons I need to push.
A similar experience took place when WordPerfect introduced ‘WordPerfect for Windows’ and all the function keys were changed. Long ago, WordPerfect was the word-processing program of choice.
But overnight my loyalty to WordPerfect evaporated. As long as I had to re-learn a whole new set of keystrokes, I might as well learn Microsoft Word. And what happened to WordPerfect? Massive decline in market share. (We all know what’s happening with Microsoft Word, now dominating the word processing arena.)
Key Learning Point
Revolutionary transformation can have great power - but evolutionary change may keep your customers happier and profitably on board.
Action Steps
When you want to make a change or an `upgrade’ to your systems, keep your customer’s experience foremost in your mind. Once your customers learn to love you, do all you can to keep them. Don’t throw that love away!
About the Author
Right Selection - Event Management invites professional speakers, trainers, and consultants to share their expertise in various fields of learning with the corporate community. The Events division organises:
* Success Seminars inviting participation from the corporate community.
* Customised Workshops for individual companies
my xbox 360 console broke?
i purchased my xbox 360 console on 12-16-06. There was no problems until like 4 months after. I live overseas in south korea and there is no customer service support. I contacted microsoft and they said they would not be able to fix my 360 console. what should i do?
Did you purchase the extended warranty? Even if you didn't, you can send it to someone in the states and have them call 18004myxbox. They'll fix it for a fee if it's not under warranty. What's wrong with it?
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Data Reduction Systems Improves Sales, Marketing and Customer Service with Microsoft Dynamics CRM
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