Wednesday, November 10, 2010

Video: Combatting Poor Customer Service

I just love this piece that CBS did. Great Service story about Comcast and an 80 year old customer going to their offices with a hammer to speak to their service reps. Also some key data around service. Highlights include:
  • Recent Comcast Incident with a customer who walked into Comcast with a hammer.
  • Industry stats on costs of agents, ivr technology, etc.
  • History of Customer Service in the Call Center.
  • Delta Airlines Service story about losing a puppy named Paco.
  • Interview with VP of Fedex Customer Service over viewing their Service Operations. They get about 700,000 calls per day.

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