By Francis Moran
Regular followers of this blog will know that lousy customer service is one subject certain to get my rant on. My consistent points are that the cost of acquiring customers is almost always far higher than the cost of keeping them, that effective customer service is the only sustainable competitive differentiator, and that most customer-service operations fail by forcing their agents to be powerless automatons more interested in getting the customer off the line than actually servicing them.
So while browsing through the WhyHire.Me blog of my pal Andy Church today, I was delighted to come across his happy experience with what he called empowered customer service from Canadian cellular carrier Rogers Wireless. The fact that he gives a shout-out to what, in my experience, is one of the least helpful categories of customer-service providers in existence, cellular telephone companies, makes it all the more necessary to give his experience a broader airing.
Technorati Tags: Customer service, Andy Church, Rogers Wireless
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Andy’s customer service provider was a diamond in the rough, to be sure. Having recently purchased an iPhone through Rogers, a protracted and frustrating exercise during which the customer service I received was APPALLING with capital letters, Andy’s experience just affirms my belief that there are indeed good people everywhere and if they’re given a chance and have the authority, this being the key point, then they will do their best to make your experience a positive one.
Some amusing irony to add to the discussion. We drive by an odd looking call center building that is about 3 miles down the road from our cottage in Liverpool, NS. At times, we wondered who the call center was servicing. Turns out, the gentleman that helped me was an employee of the call center that was under contract with Rogers! I wonder what would have happened if I hit the call center in Toronto?
As a former Maritimer — well, at least, as a reasonable Halifacsimile of one! — I have no trouble believing that being from the Maritimes made all the difference in how your agent helped you out, Andy.
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