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Customer Service Hammer Time

Mona, a 75 year old woman, got mad enough to go to the Comcast office and whack on some computers with a hammer after she had a series of problems, went to the office, waited two hours and had the manager sneak out the back door. Sweet.

After I hit the keyboard, I turned to this blonde who had been there the previous Friday, the one who told me to wait for the manager, and I said, "Now do I have your attention?"

This popped up after I'd spent the past several days outlining customer service measures and the relationship between customer service and business performance. The Mandalay Bay in Las Vegas earned a lot of enemies via lousy service over the past two weeks.

I've wanted to do take a hammer to Delta (possibly the worst airline in the US). Interestingly, someone did a survey and showed that one of the simplest things an airline can do to raise customer satisfaction is to give them a couple more inches of seat space. Next to getting you where you want to go on time. And not lying or screwing you when there's a problem.

Labels: customer service comcast

Posted by Mark Thursday, October 18, 2007 10:55:00 AM | permalink | (2) comments