Comments for PC Helps Online

Comment on Social Media: The Elephant in the Office by PC Helps Online » Government as Social Media Innovator

PC Helps Online » Government as Social Media Innovator — Mon, 08 Mar 2010 22:13:11 +0000

[...] Related reading: “What We’re Reading: If Harvard Says So Edition” | “Social Media: The Elephant in the Office” [...]

Comment on What We’re Reading, “If Harvard Says So…” Edition by PC Helps Online » Big Government and Social Media

PC Helps Online » Big Government and Social Media — Fri, 05 Mar 2010 15:31:01 +0000

[...] reading: “What We’re Reading: If Harvard Says So Edition” | “Social Media: The Elephant in the [...]

Comment on When Mistakes Add Up to Millions by PC Helps Online » What We’re Reading: “You Get What You Pay For” Edition

PC Helps Online » What We’re Reading: “You Get What You Pay For” Edition — Fri, 19 Feb 2010 19:06:44 +0000

[...] on this blog about the subject, see the following: Wasting Money is Bad for the Bottom Line, When Mistakes add up to Millions, and The Real Cost of Offshore [...]

Comment on Wasting Money is Bad for the Bottom Line by PC Helps Online » What We’re Reading: “You Get What You Pay For” Edition

PC Helps Online » What We’re Reading: “You Get What You Pay For” Edition — Fri, 19 Feb 2010 15:23:36 +0000

[...] day reading. And for previous posts published on this blog about the subject, see the following: Wasting Money is Bad for the Bottom Line, When Mistakes add up to Millions, and The Real Cost of Offshore [...]

Comment on Office 2007: Finish What You Started, Pt. 1 by PC Helps Online » Office 2007: Finish What You Started, Pt. 3

PC Helps Online » Office 2007: Finish What You Started, Pt. 3 — Tue, 09 Feb 2010 19:48:36 +0000

[...] part one of this series, I highlighted the reasons an estimated 50 percent of enterprise-sized IT [...]

Comment on Office 2007: Finish What You Started, Pt. 1 by PC Helps Online » Office 2007: Finish What You Started, Pt. 2

PC Helps Online » Office 2007: Finish What You Started, Pt. 2 — Thu, 04 Feb 2010 15:59:03 +0000

[...] tuned for Part 3: The Readiness Checklist. Click here to read Part [...]

Comment on Office ‘07 Migration, Pt. 5: The White Paper by PC Helps Online » Office 2007 Migration Readiness Kit

PC Helps Online » Office 2007 Migration Readiness Kit — Tue, 26 Jan 2010 15:20:53 +0000

[...] READ THE REST OF THE SERIES: Part Four, a Case Study | Part Five, The White Paper [...]

Comment on When Customer Service Causes Heartburn by Scott Allison

Scott Allison — Fri, 15 Jan 2010 21:52:37 +0000

How ironic that the example you gave was in telecoms, it doesn’t surprise me at all! Telcos are amongst the worst.

For me, personally, though it’s my bank I dread calling. The agents are generally unhelpful, badly trained and at the end of the call methodically ask “is there anything else I can help you with?” Just fixing the problem I called about is all I want!!

Button-pushing, scripted responses, overseas agents are all designed to save money, but just alienate customers.

I would change bank… but won’t… because of the hassle.

Comment on When Customer Service Causes Heartburn by Jen

Jen — Sat, 09 Jan 2010 12:25:08 +0000

Thanks for your comment, Dawn. You made me laugh — I, too, have screamed at the auto-response. It’s an exercise in futility, for sure.

Comment on When Customer Service Causes Heartburn by Dawn Westerberg

Dawn Westerberg — Fri, 08 Jan 2010 15:35:22 +0000

I have been there!! And I’m embarrassed to admit that I have been reduced to screaming at the auto-voice menu prior to getting a real person. I don’t scream at real people.

What the providers don’t know (or maybe they don’t care) is that while your support model is efficient (for you) and probably showing a short term ROI or has made enough sense on a spreadsheet to comfort management — the first opportunity I have to run to a competitor will be acted on with all the passion in my being.

Is that the customer experience you want???