In my review of the best of the Fischbowl 2007, I chose the blog of May 16, 2007 about Customer Service (see www.thefischbowl.blogspot.com/2007/05/customer-service.html). I chose this subject because in the nature of my business I'm always in need of customer service from vendors. Though most customer service experiences are okay and not perfect, on the same day I experienced the "@#%^&*(!~ of both world. Included is a video of someone else's experience that I liked.
The bad news first right, right. Well of course my call went way to India to a guy who called himself Jeff (yea, right). I was cautious to speak clearly, slowly and confirmative during my relay of my problem. Obviously, Jeff was new as he often went quiet to read his script and continue to address me, yes Ms. Trainor like the conjunction and and but in the English language, over and over. My question was simply how should I dispose or return to HP a worn and tattled adaptor to my printer since I just received a replacement one I ordered on line from HP. The reason for the question, because the label on the adapter prohibited throwing the old adaptor in the trash can (danger or worse land fill contamination). We went around and around without solution until he finally gave me a number to another department and that department dropped the call. However, before they dropped the call, I explained the matter again twice. Therefore, i stuck with an adaptor that's can't be thrown in the trashcan.
Now the good news. I called the HP sales line and talked with Kirk, obviously American and great salesperson. Kirk answered my wacky questions about the technology I need to expedite my business. I wanted to know have they yet produced a system whereby where ever I am in the city, I can instruct my home printer to start printing a job? Josh said, not so necessarily, but a good pic is pc anywhere or mypcdesktop.com. He told me about about a media smart server or storage on demain and remote desk top programs. Indeed a lot of leads to follow for a novice. Nevertheless, this was the mark of great salesmanship wrapped very nicely in a great customer service package. Oh yea, all that stuff is expensive. So I guess I will continue to drive home to print documents.
On a final note, when searching for an example of customer service, there are many vendors saleing print, video, dvd and every form of medium to give customer service. The thing I found odd, all spoke of ".... for difficult customers ...". I was surprised that the customer is view as the enemy not the person from the far away country or even the locals that exhibit less than great customer service. Hey, isn't the customer suppose to be right and aren't they the ones spending the money to get help. So the sales pitch needs to focus on good customer service.
that's my final answer :)
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