A couple of days ago, I called a company for technical support. A well-spoken young woman answered. She did not put me on hold, dump me into voice-mail hell, pass me along to a robot or connect me with someone in Bangladesh. In about three minutes, she analyzed the problem and provided a solution. At the end, she did not try to sign me up for an extended warranty, sell me more stuff or ask me to complete a survey. I know—you’ve called tech support. You find this hard to believe. It’s true.
To protect the company’s switchboard from being clogged with calls from troubled consumers hungry for the sound of a human voice, I will not identify it. If I blew the whistle on their enlightened customer relations practices, the Association Of Businesses Promoting Telephonic Delay, Obfuscation and Frustration might take them to court in an unfair competition case.
All right, it wasn’t a billion-dollar international company manufacturing complex digital equipment. It was a small outfit that makes relatively simple devices. When its customers have problems, it gives them human beings who take an interest, find solutions quickly and don’t send callers through procedural hoops or voice-mail loops. The billion-dollar guys could learn something from these folks.
www.callcentercomics.com
Other Matters: A Tech Support Story
November 14, 2010 by
©2006 Ozzie Fonseca
The nonagenarian pianist presented de Barros with every biographer’s hope, unrestricted access to his subject’s personal papers and nearly unrestricted access to her private thoughts. He made the most of it, turning exhaustive research and hundreds of hours of interviews into a true story with the sweep of a novel. From the early discovery of McPartland’s musical gift through her wartime service, her ecstatic and stormy marriage to Jimmy McPartland, her growth as a pianist, her deep affair with Joe Morello, and the radio show that made her a national figure, she has had a fascinating life. It makes a splendid read.
Mulligan’s Concert Jazz Band had three fewer musicians than most big jazz outfits. Its size permitted precision, flexibility and subtlety, yet the band had the power of sprung steel. In this concert from a half century ago, the CJB is as fresh as yesterday. Arrangements by Mulligan, Bob Brookmeyer, Al Cohn and Johnny Mandel set standards to which big band writers still aspire. Bassist Buddy Clark and drummer Mel Lewis inspired Mulligan, Brookmeyer, Conte Candoli, Gene Quill and Zoot Sims to some of the best soloing of their careers. This beautifully produced issue of the complete concert is a basic repertoire item.
A wonderful tale of how to defeat the WAYMISHes of customer service…great to hear of good things for a change…it just isn’t that hard…
yet, customer service is at an all time low.