I’m trying to contact your company’s service department via chat because I really don’t like waiting on hold, and guess what, “Julie” comes to my rescue. The only problem is that “Julie” really isn’t Julie and “Julie” does not have a solid command of the English language. That’s a problem.
This is a real situation that happened to me yesterday while trying to contact Sony’s help desk. See I had just purchased the new Amazon Kindle and sold my Sony Reader on eBay. I found out you had to “de-register” it and the only way to do so was contact Sony’s customer service. So Julie would say things at the inappropriate time like when I said, “I have a question about my Sony Reader”. Julie would respond with, “Let me check into that for you.” Then a long pause. Also there were way too many, “I can help you with that.” When I’m saying, “Are you understanding my question?”
If you are trying to go cheap on the customer service, at least do it here in the US. In fact, don’t do it cheap at all. You are trying to keep the costs of servicing your clients down, I get it. But your online help forum area didn’t turn up any of the terms I tried. Sony needs to get it right. You get tons of mileage out of customer service, why? Because they are also a marketing department. That’s right, you get 2 for 1! Pay your service people well and when they service, they are marketing your small business too.
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