The PC took an agonizing 2+ minutes to load a new document. The diagnosis--spyware! Apparently, the three name-brand utilities installed on the PC had let the spyware slip by. Diagnosing the problem, removing the spyware, and installing more effective freeware took a computer consultant over two hours.
THE SORCERER'S APPRENTICE
Just as the legendary apprentice could not turn off the water, the frustrated PC owner has not been able to get rid of the unwanted utilities. A month before the expiration date, the software vendor had automatically renewed the subscription, ignoring emails that said, "Cancel!" Frustrated, the owner called the vendor, only to get stuck in voice mail purgatory. Ten days later the vendor emailed back, "We cannot cancel the subscription because we cannot find you in our records."
Two weeks later a Visa bill arrived. The software company had double-billed the owner for the unwanted software. Eventually, customer service promised to cancel the subscription. However, the next month's Visa bill credited just one of the subscriptions. The saga continues.
SERVICE, NOT DISSERVICE
Frustrated customers talk a lot about poor service, and they often tell eight to nine people about their dissatisfaction. Here are some tips for providing service, not disservice:
Finally, inculcate a can-do attitude. No one wants to do business with a company that says it cannot help its customers.
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