Comments for It's Not Rocket Service!

Comment on Customers Get Upset for Only One Reason by Monica

Monica — Thu, 10 Mar 2011 18:32:40 +0000

Good old fashioned customer service is hard to find in a world full of large corporations and desensitizing media. Thankfully, as a DISH Network employee, I know they bring personalized interactions and innovative technology together to provide the best overall customer experience. I’ve had DISH’s services for a little over a year and have had no problems, technical or billing. Life is difficult enough without the additional stresses of faulty equipment and rude representatives and it’s nice to know at least one company understands that. That’s probably why DISH has beat Comcast, Time Warner, and Charter 10 years in a row and is #1 in customer satisfaction among all cable and satellite TV providers (according to the 2010 American Customer Satisfaction Index survey results for the largest U.S. cable and satellite TV providers). So, if you’re looking for real people, great services, and low prices, I recommend taking a look at DISH Network.

Comment on ComcastCares fixes only some of the problem by Monica

Monica — Tue, 01 Mar 2011 18:02:52 +0000

I agree with you; customer service should be a much higher priority than it seems to be with most major corporations. That’s one of the reasons why I’m glad to work for DISH Network. In fact, DISH is #1 in Customer Satisfaction among all cable and satellite TV providers (according to the 2010 American Customer Satisfaction Index survey results for the U.S. largest cable and satellite providers). Even as a customer I’ve been happy with DISH, I’ve never had a billing problem and only had to call once to get my services moved. Everything has gone smoothly.

Comment on Warranty or the Customer? Who wins? It had better be the Customer by Randi Busse

Randi Busse — Wed, 12 Jan 2011 22:43:47 +0000

I hate the “P” word. Policy. It is not customer friendly. And customer friendly means more revenue for a business, both from that customer and all the other potential customers he tells his story to. What’s more important, policy, or more business?

Comment on Your chat scripts are driving your customers away! by David Balentine

David Balentine — Sun, 19 Dec 2010 02:32:12 +0000

Steven, you are dead on here. I try to tell any customer “service” reps to not read from a script and listen to what I am actually telling them. If I have to say it twice to the same rep, I ask to speak to a supervisor. If the supervisor starts with a script I immediately tell them to get another supervisor. By then, I’m getting to someone with authority and who has a brain.

Comment on Your chat scripts are driving your customers away! by Tammy Curry

Tammy Curry — Mon, 01 Nov 2010 14:33:43 +0000

Here, here Steve, this is brilliant and i am in total agreement with you. As Customer Service Manager i avoid scripts like the plague in my Contact Centre. and this is an ongoing discussion i am having with my Director who is in favour of the dreaded script. The staff are employed for their skills in communication, listening, customer service and empathy and are trained, trained, trained with refresher training thrown in, on the diagnostic skills they require to perform their duties. With continued monitoring and coaching i feel they have become more confident in making the correct diagnosis and resolution and are empowered to make desicions for themselves that fit the individual circumstance.

Thank you for assuring me that i am not the only Customer Serivce Manager out there who cannot abide scripts that make us all sound like robots

Comment on Can 15,000+ Steven Slater fans be wrong? Companies and Customers need to question their own behaviors by Norm Williams

Norm Williams — Sun, 15 Aug 2010 13:48:06 +0000

Treating others as you would want to be treated doesn’t just apply to customer-focused companies. It applies to customers as well. And that’s why it’s called “The Golden Rule”

Comment on Can 15,000+ Steven Slater fans be wrong? Companies and Customers need to question their own behaviors by Lawrence Furman

Lawrence Furman — Thu, 12 Aug 2010 20:44:50 +0000

Since only 20% of customers provide 80% of business, the arrogant, unreasonable customers can usually be let go without much distubance to the bottom line.

Comment on The answer to increased business in this bad economy is simple. So why don’t companies get it? by stevecohn

stevecohn — Tue, 20 Jul 2010 21:03:05 +0000

“An invisible sign that says ‘Make me feel important”! What a great idea! I love it. Thanks Adrienne.

Comment on The answer to increased business in this bad economy is simple. So why don’t companies get it? by Adrienne Tendrich

Adrienne Tendrich — Fri, 16 Jul 2010 16:26:41 +0000

Customer service has always been important, more so now then ever before. Mary Kay always said when talking to a person to imagine them wearing an invisible sign that says: “Make me feel important”. It’s also important to listen to and ask for feedback.

Comment on The answer to increased business in this bad economy is simple. So why don’t companies get it? by mdevineMBA

mdevineMBA — Thu, 15 Jul 2010 19:51:04 +0000

Very nice post. I think a lot of the problems are the decision makers at the firms that ultimately rely upon good customer service (a) make their decisions on cost accounting principles (b) they are so far removed from the customer that they just don’t understand customers, therefore don’t get customer service. What I mean by cost accounting is management tries to squeeze every last penny out of every resource, usually to the detriment of the resource. For example, management might outsource its customer service to the lowest bidder. That lowest bidder will most likely provide the worst service out of the competing contracts. Sure you save money on the front end, but you get killed on the back end when you lose customers. To me the problem is we can easily calculate the amount of money we saved (cost accounting) by hiring Firm “X” but we can never really calculate the true impact that poor customer service brings, i.e. lost sales. .