As a data architect, though I’m usually focused on the backend systems, I also deal with clients. I’m also part of a larger organization that deals with with many customers beyond my area of work. I will have to refer the folks designing our customer service operation to a recent article by David Pogue, Business 101: Quality Customer Service Breeds Customer Loyalty – New York Times:
What are they, nuts!? They are actually *inviting* people to call them for free technical support? Don’t they have any idea how that idea will kill their revenue stream? Haven’t they learned anything from the computer industry?
Now, this isn’t really a review of the Pioneer AVIC-D2, although I’m generally happy with it. [….]
No, this is actually a review of the company and its policies. The fact that 25 readers independently wrote to recommend Crutchfield tells me that this hyper-service-oriented approach has succeeded; the company has essentially cornered its market and generated a massive audience of rabid and repeat customers.
I have found the phone service of most companies I’ve dealt with to be uninspiring. IBM has (or had) highly competent support for its Thinkpads. Apple Computer hasn’t treated me that well with a close-lipped, pseudo-friendly attitude. Now, Konica-Minolta’s support for its color laser printers has impressed me thoroughly. Each of the several times I’ve called (save for one instance) has gotten me a friendly, knowledgeable, straightforward, and helpful service agent.
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