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A project to make businesses more aware of their customer experience, and how to fix it. By Mark Hurst. |
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Previous: No-smoking ashtray | Main | Next: Sign to restroom
November 13, 2003 12:36 AM
Broken: Grateful Dead customer service
Seth Godin writes about his broken experience with the Grateful Dead catalog and online store:
Anyway, after a few minutes, a nice guy answered and said, "Are you calling to buy Dicks Picks #30?" I responded in the affirmative. And then he said this (I'm not making this up):"We won't have it until tomorrow, and until we have it, I can't take your order."
totally agree. the dead customer service workers are totally clueless about customer service. have had multiple problems with them more than once. and they don't learn. they have no understanding of excellence or of continual improvement. they don't know what Jerry meant when he said: "do the best you can and then do it better."
they shipped my order via ups to a p.o. box. and the woman in c service had no idea why this is their problem rather than mine (which it is now...). every other online fulfillment service would have contacted me for a different address.
and she was obnoxious and overbearing and would not listen at all. these dead customer service chumps have no training in customer service. if it doesn't affect them, they just don't care.
Comments on this entry are closed
Previous: No-smoking ashtray | Main | Next: Sign to restroom
Give me a break! We're talking the Grateful Dead here. Call back tomorrow, if you remember.
Posted by: Steve at November 14, 2003 08:15 AM