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Social Media Gets Customer Service Results!
Written by Adam Jones on January 13, 2011
How I used the online power of Twitter to resolve a customer service issue in 5 minutes, which could not be dealt with after an hour on the phone.
We`ve all been there, listening to mind-numbing hold music for hours on end, being told by an automated voice over and over that “we are currently experiencing longer than usual wait times, your call is important to us and we will answer your call as soon as possible”. Or even worse: “all of our operators are currently busy, please call back later.”
I’m sure you’ll agree, these phrases are some of the most rage inducing out there, and this rage is multiplied further when your call is answered by:
a) somebody who you struggle to understand
b) somebody who has clearly had very limited training and does not have the power to deal with your issue,
or my personal favourite:
c) somebody who is situated on the other side of the world and has been awake for 18 hours answering calls, resulting in their level of concern for your particular situation the same as fighting a losing battle with a small insignificant insect crawling across their desk, which in some cases reflects the way in which you are spoken to. Read more…
An Englishman’s Perspective on Business in Vancouver
Written by Adam Jones on December 9, 2010
Being an Englishman living in Canada, I continuously find myself asked the same questions:
“Do you like it here”?
“How does the weather compare to London”?
“What is the queen really like”?
“Do you really eat baked beans for breakfast”?
Ok, so the last two may not be quite as common. It may be my stereotypical, satirical British humour shining through, but just in case anybody reading was wondering, to me the queen is just a very rich old lady with a shiny hat and a big house. And baked beans are a delightful snack that can be eaten at any stage of the day.
But enough about menial cultural discrepancies. The topic of my blog post today is to discuss the differences that I have noticed in the business culture between here and the UK. And I was wondering if local Vancouverites also felt the same way.
