Bowling Industry Online

The World's Only Online Magazine Devoted Exclusively to the Business of Bowling

It happens. We all know it.
Changes come around and make us women and men, in one form  or the other.
Last week, Marie and I moved from Manhattan to Westchester country, about
20 miles north of NYC. This quiet bucolic setting just seemed more in tune
with our immediate needs of being close to the "craziness", but no longer
having to be in it.
The packing, moving and unpacking is always a chore, but given that this is
our fourteenth move in our four decades of marriage, we are
pretty experienced at it and pretty good about the changes.
What we are not good about, and I suspect that many of you feel the same
way, is the feeling of being disconnected either by phone,
email, Facebook or Twitter, etc.  So before we moved,
I diligently notified Verizon who assured me that my move to FIOS phone,
Internet and TV would be painless.
Four days later, I am still in pain and unable to receive emails on my
fredkap@verizon.net Internet account.  Having placed two calls and received
an official "ticket order", I began to feel that this problem would be
solved.
I even received an email from Verizon assuring me that my problem would be
fixed by 9:38pm on January 27, 2012.  This hour has come and gone with no
assurances of when it was to be fixed.
So I began to wonder, what do our customers feel like when their problems
aren't fixed immediately or within a short period of time?  How do they
feel when our "customer service" people cannot make a decision without
speaking to the owner, manager, boss, supervisor, etc?
Do they feel as frustrated and helpless as I do now?
Do they swear they are not going to buy from us again?
Do they tell their friends about their bad experience?
Do they choose other activities other than bowling to spend their precious
entertainment dollars/
My guess is "all of the above."
In these economic times, we cannot afford not to make every customer
experience a great one.
It all starts with Hello.
p.s. In a further follow up, this blog was never sent on its original date
because, guess what, "no Verizon service.  And finally, today as of five
minutes ago, I am back and running
Share your customer service experience with us and we'll tell the world :))
Good Luck and Good Hunting

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