Posts Tagged ‘Customer Service’

So you're a major national and international telecoms company and you've recently had an incident at one of your exchanges that is affecting both telephone and broadband lines.  Here a few tips on what not to do.

1. Don't sit there while you try to fix the problem and hope that it won't affect your customers. Why not be pro-active and inform customers in the affected areas that you're working to sort the problem out? They'll appreciate your honesty and forward...

Right now unfolding before our very eyes is a classic example of a major PR and customer communications disaster that is spinning out of control largely because the company in question, Toyota, waited until it was far too late before admitting that there was any problem at all and taking action.

First there was the issue of the apparently defective accelerators that led to lawsuits in the US and, splashed across the global media, the heart-wrenching...