Customer Service

If a company or organisation wants to keep existing customers there are a few simple things you can do -

1. Communicate to your customers.
2. Provide rewards for loyalty.
3. Provide quality service.

Frankly - I get frustrated when a company that makes millions/billions in revenues every year can not answer my phone call within 10 minutes.

I get irate - when they can't answer within 30 minutes.

I switch companies - when they finally answer my call after 44 minutes.

Well done Telecom New Zealand! 44 minutes of waiting for a two minute password reset.

Hint - this is not a good way to retain customers.

What would be a good way?

1. Let customers reset their passwords online.
2. Hire more telephone operators and answer the phone.

It's easy when you try.