Comments on: Does Customer Service Matter? http://www.terrydean.org/does-customer-service-matter/ Earn More, Work Less, and Enjoy Life Without Compromising Your Values! Tue, 31 Aug 2010 19:50:37 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Money Hacks Carnival #6 - Famous Hackers Edition | Bible Money Matters http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-22398 Money Hacks Carnival #6 - Famous Hackers Edition | Bible Money Matters Mon, 14 Jul 2008 19:13:32 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-22398 [...] Dean presents Does Customer Service Matter? posted at Integrity Business Blog by Terry [...] [...] Dean presents Does Customer Service Matter? posted at Integrity Business Blog by Terry [...]

]]> By: Issue #7: Thanks from Vida com Esperanca !! at Social Entrepreneurship Today http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21898 Issue #7: Thanks from Vida com Esperanca !! at Social Entrepreneurship Today Thu, 01 May 2008 12:44:44 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21898 [...] Dean presents Does Customer Service Matter? posted at Integrity Business Blog by Terry [...] [...] Dean presents Does Customer Service Matter? posted at Integrity Business Blog by Terry [...]

]]> By: Ryan Healy http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21656 Ryan Healy Fri, 28 Mar 2008 13:30:41 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21656 I, too, have had GREAT experience with Dell. They took my computer and replaced the screen for me, free of charge. They even came to my house to pick up my laptop, provided a custom packing box, etc. I was really impressed. But those bad customer service experiences stick with you for years. I had an unofficial boycott on Borders and their cafes for about three years because of some bad experiences with their baristas. Really bad. And to answer your question, customer service is deteriorating in online businesses. Which actually makes it easier for the "good guys" to stand out. By the way, when I had an address change, your wife took care of it right away and confirmed it for me. I really appreciated that! (Especially compared to how I was treated by another guy who sells a newsletter I used to subscribe to.) I, too, have had GREAT experience with Dell. They took my computer and replaced the screen for me, free of charge. They even came to my house to pick up my laptop, provided a custom packing box, etc. I was really impressed.

But those bad customer service experiences stick with you for years.

I had an unofficial boycott on Borders and their cafes for about three years because of some bad experiences with their baristas. Really bad.

And to answer your question, customer service is deteriorating in online businesses. Which actually makes it easier for the “good guys” to stand out.

By the way, when I had an address change, your wife took care of it right away and confirmed it for me. I really appreciated that! (Especially compared to how I was treated by another guy who sells a newsletter I used to subscribe to.)

]]> By: olimpio http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21645 olimpio Wed, 26 Mar 2008 10:00:50 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21645 hello, although it is sometimes when the customers appreciates your service to them. but there are a lot out there who are annoying and need to attract attention always.as the saying goes "the customer is always right". so you have to do extra caring to them.in doing customer service it emphasize that they really have knowledge about there products that they were selling. hello,

although it is sometimes when the customers appreciates your service to them. but there are a lot out there who are annoying and need to attract attention always.as the saying goes “the customer is always right”. so you have to do extra caring to them.in doing customer service it emphasize that they really have knowledge about there products that they were selling.

]]> By: Georjina http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21627 Georjina Sat, 22 Mar 2008 19:18:45 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21627 Hi Terry, Great post as usual. I agree customer service has become a thing of the past in many businesses and posted about a bank on my blog with dumbed-down customer reps(?!) and really ugly customer service issues, least of which is profiling (a whole nother issue!). Then there's always a bright spot - my local car service guys are great! They really listen to what you're saying, do what they say they're going to do and provide exceptional service to your car, no matter how new it isn't! Thanks for a great post and hopefully those online will take note - sometimes customer service begins and ends with the Customer! Hi Terry,
Great post as usual. I agree customer service has become a thing of the past in many businesses and posted about a bank on my blog with dumbed-down customer reps(?!) and really ugly customer service issues, least of which is profiling (a whole nother issue!).

Then there’s always a bright spot – my local car service guys are great! They really listen to what you’re saying, do what they say they’re going to do and provide exceptional service to your car, no matter how new it isn’t!

Thanks for a great post and hopefully those online will take note – sometimes customer service begins and ends with the Customer!

]]> By: Net Marketing Toolbox http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21621 Net Marketing Toolbox Fri, 21 Mar 2008 22:49:18 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21621 Do I dare mention the lack of support that seems to be coming the norm for far too many internet marketers? * noreply@ email addresses? - please use our support desk instead - when the reply email address could easily plug into the support system. * no response from email enquiries? * support email addresses which don't work? * no response from a support ticket after 10 days? Hmmm... AND I was a paying customer, not "just" a prospect. And surely you could expect some sort of (easy to do) follow-up auto-responder sequence to see how you are going with your new purchase? Not likely! Only more "buy me" type emails once you get into their system. Great examples LOL Cheers Stephen Do I dare mention the lack of support that seems to be coming the norm for far too many internet marketers?

* noreply@ email addresses? – please use our support desk instead – when the reply email address could easily plug into the support system.

* no response from email enquiries?

* support email addresses which don’t work?

* no response from a support ticket after 10 days?

Hmmm… AND I was a paying customer, not “just” a prospect.

And surely you could expect some sort of (easy to do) follow-up auto-responder sequence to see how you are going with your new purchase? Not likely! Only more “buy me” type emails once you get into their system.

Great examples LOL

Cheers
Stephen

]]> By: Net Marketing Toolbox http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21620 Net Marketing Toolbox Fri, 21 Mar 2008 22:15:55 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21620 Hi Terry A warning note about osTicket... Please do NOT install from your cPanel/Fantastico WITHOUT first checking for the latest version number. An older, buggy and unsupported 1.3 version most likely comes with Fantastico - so DON'T install that one! A much newer, re-written version 1.6 is available on the osTicket web site. So if you want to save yourself a lot of headaches, please download and install the new version from the main web site! Cheers Stephen Spry Hi Terry

A warning note about osTicket…

Please do NOT install from your cPanel/Fantastico WITHOUT first checking for the latest version number. An older, buggy and unsupported 1.3 version most likely comes with Fantastico – so DON’T install that one!

A much newer, re-written version 1.6 is available on the osTicket web site.

So if you want to save yourself a lot of headaches, please download and install the new version from the main web site!

Cheers
Stephen Spry

]]> By: Stop Taking Care of Your Customers and Maybe They'll Leave You Alone http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21619 Stop Taking Care of Your Customers and Maybe They'll Leave You Alone Fri, 21 Mar 2008 21:25:18 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21619 [...] seem to have been quite a few blog posts recently on the topic of customer service…like Terry Dean's post here & Ed Rivis' post here.  I figured I'd chime in on this topic [...] [...] seem to have been quite a few blog posts recently on the topic of customer service…like Terry Dean's post here & Ed Rivis' post here.  I figured I'd chime in on this topic [...]

]]> By: Noel http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21618 Noel Fri, 21 Mar 2008 20:36:04 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21618 Hi Terry, That company has got to be Amazon for me; Going back years I have had no problems with them - cheap books and flawless service. Same goes for Viking Direct - UK offshoot of Office Depot. Always picked up the phone instantaneously, replaced products without whining and were so good that I stuck with them throughout their longstanding problems at their Dublin dispatch depot. Having said that, I am now with another stationery company. . . hmmm! As ever, loving your posts, Terry. Great job. Hi Terry,

That company has got to be Amazon for me; Going back years I have had no problems with them – cheap books and flawless service. Same goes for Viking Direct – UK offshoot of Office Depot. Always picked up the phone instantaneously, replaced products without whining and were so good that I stuck with them throughout their longstanding problems at their Dublin dispatch depot. Having said that, I am now with another stationery company. . . hmmm!

As ever, loving your posts, Terry. Great job.

]]> By: Fred Black http://www.terrydean.org/does-customer-service-matter/comment-page-1/#comment-21617 Fred Black Fri, 21 Mar 2008 19:10:43 +0000 http://www.terrydean.org/does-customer-service-matter/#comment-21617 Terry; Customer service is still important to me. There are some stores that I’ll avoid like the plague because of bad experiences. There are others that I’ll go to and gladly pay more for a product just because the people working there actually know something about what they sale and treat customers like they’re important to their business. I’ve had mostly good experiences with Dell, and like you, hate all the preloaded software. I noticed on a booklet that came in the mail recently you can order some of their systems without that – but it cost more I think! I’m a musician. I’ve frequented the same music store as long as I can remember for the same reasons I mentioned in the first paragraph, and I send new customers there whenever I get the chance. One company that has outstanding customer service is Taylor Guitars. I have several. One very special Taylor guitar that I have had a problem with the pickup system: they had a production run that had a problem with defective solder in the electronics. I waited several years before contacting them about the problem because I usually don’t plug in my acoustic guitars, preferring to mic them. However, last year I had an event that I would need to plug in and called them to see how much it would be to have it fixed (I assumed the free repair period was over). I was told to send it in and they would repair it for free. Keep in mind that this was a very expensive repair – their pickup system is pretty costly and they replaced the entire system – for free! www.taylorguitars.com. Take care, Fred Terry;
Customer service is still important to me. There are some stores that I’ll avoid like the plague because of bad experiences. There are others that I’ll go to and gladly pay more for a product just because the people working there actually know something about what they sale and treat customers like they’re important to their business.

I’ve had mostly good experiences with Dell, and like you, hate all the preloaded software. I noticed on a booklet that came in the mail recently you can order some of their systems without that – but it cost more I think!

I’m a musician. I’ve frequented the same music store as long as I can remember for the same reasons I mentioned in the first paragraph, and I send new customers there whenever I get the chance.

One company that has outstanding customer service is Taylor Guitars. I have several. One very special Taylor guitar that I have had a problem with the pickup system: they had a production run that had a problem with defective solder in the electronics. I waited several years before contacting them about the problem because I usually don’t plug in my acoustic guitars, preferring to mic them. However, last year I had an event that I would need to plug in and called them to see how much it would be to have it fixed (I assumed the free repair period was over). I was told to send it in and they would repair it for free. Keep in mind that this was a very expensive repair – their pickup system is pretty costly and they replaced the entire system – for free! http://www.taylorguitars.com.

Take care,
Fred

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