Wilbur Corncob's Blog April Archive

Why Customer Service Is Bad

04/24/09 22:54

In truth, a lot of companies would not want to hear customers complaining about their products and services, but they are forced to give that kind of customer service, or risk losing their businesses.

This podcast, "Why Customer Service Is Bad," tries to explain the behavior behind the long waiting lines and what-not. Check out the link here at USNews.com

Link: Podcast: Why Customer Service Is So Bad - Alpha Consumer (usnews.com)

Tags: podcast • customer service • bad customer service •
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Barnes and Noble to open customer service center in NJ

Barnes & Noble, Inc., the world's largest bookseller, announced that it will open a 30000 sq. ft. facility in Lyndhurst, New Jersey.

The company is proud to announce that while everyone else was outsourcing customer service work to other nations, it is still investing in the country's technology and people, which leads to more jobs for everybody. The bookseller expects to hire at least 200 customer service representatives for the site.

Link: Barnes & Noble Opens State-of-the-Art Customer Service Center in Lyndhurst, NJ - MarketWatch

Self-Service Customer Service

Companies always have the task of balancing the need of customers to gain access to post-sales support services and the cost of providing such services. These days it may sometimes seem unrealistic to spend much on customer support when the rest of the business' components are flailing.

What they have to develop now is a task-oriented self-service model where customers get to resolve most of their queries on their own.

Link: Minimize Customer Support Costs with a Task-Oriented Self-Service Approach