 NightfallMy Goal Is To Deny YoursPremium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·Comcast
 ·Callcentric
| Positive stories don't make the headlines When a person has a pleasant support experience, they will tell 2-3 other people about it.
When a person had a horrible support experience, they will tell 20-30 other people about it.
I have had a couple bad support experiences from just about every ISP. For the most part though, it seems that I have very very good experiences when dealing with AT&T and Comcast HSI support. In the end, it all comes down to expectations and it seems that all ISPs could improve things by hiring more experienced customer care reps instead of customer care deflectors.
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My domain - Nightfall.net |
| I actually think a person with a negative experience will tell well over 30 people especially with the internet. Pete Blackshaw in his most recent book talks about a Customer with a bad experience telling 3000 (I believe it is even more).
In terms of getting better, I actually believe we have the right people, but we need to make sure they have the right tools to do it right the first time. We are implementing these tools and will work to create the right experience, |
