Remarkable service
Interesting post over at Church of the Customer Blog about customer service (or lack of it)
What tweaked my interest was the comments:
One company that’s setting new standards for customer service call centers is Netflix. For instance, Netflix has:
- Eliminated e-mail-based customer service inquiries.
- All questions, complaints and suggestions go to its Hillsboro, Oregon call center, not an offshore vendor.
- Customer support 24 hours a day, 7 days a week.
- The wait time to talk to a customer service rep posted on the Help page of the website. Current wait time as I write this: less than 1 minute.
- A policy that allows call center reps to talk to customers as long as is needed — no incentives to get off the phone quickly.
- Two blogs, one written by the team who adds the social elements to the site, and one written by CEO Reed Hastings
It understands the value of a customer support center as a competitive advantage. Now if only more telecom and wireless companies did.
If only our local telco’s could deliver this kind of service.
I don’t know about you but in my expereince TelstraClear is at least a 15-30 minutes wait to get the call center and I am still waiting after one phone call and an email 3 days ago for Vodafone to get back to me.
