2 Customer Service Tips For The Rocket Scientist

By Gordon Bryan
Posted Thursday, November 11, 2004

Customer service isn’t rocket science, you know.

It really isn’t. (Unless, of course, you work at NASA Customer Service).

For the rest of us non rocket scientists though, here’s a couple of examples I experienced within one week, of shocking customer service.

Last week, my computer crashed. Not the end of the world, since I had backed up my data. So I got the phone book out, and called a local advert.

The man I spoke to was very friendly and helpful. He gave me options for possible causes, possible solutions, and pricing. I was impressed.

He told me an engineer would call back within an hour to make an appointment. You’re probably ahead of me on this one, but I never did get that call back.

My reaction? I got my computer fixed somewhere else, naturally.

I was a new customer, I had made the effort to find and contact this company, I was ready to pay for their service, and what did they do? They stuck 2 fingers up at me, that’s what they did.

The second example concerns a major pay per click search engine.

I won’t give the name, because that might not be fair on OVERTURE.COM

I had paused my account with them to make some changes and look at other pay per click search engines.

I got an email from them, telling me that my account had not reached the minimum monthly spend, so they were charging me $15!!! They also advised me how I could avoid it happening in the future.

Well I know it won’t happen in the future, because I have cancelled my account with them! If they can send me an email *after* charging me, don’t let them tell me they couldn’t send me one *before* charging me!

Getting a new customer isn’t easy, losing a customer is very easy. It’s as easy as falling off a log.

These 2 companies just fell off their logs.

Personally I don’t understand it, really, it’s beyond me.

Say what you do, and do what you say, that’s my non rocket scientist guide to customer service!!!

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About the Auhtor
Gordon Bryan's new book, 'Transform Your Life in 21 Days! has been described as 'a must read', 'awesome', and 'a true gem'. If you liked this article, see the book for yourself at: (http://www.transformyourlifenow.com)
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