My idea for improving customer service is to stop the ridiculously insincere apologies. It's obvious that the customer service training includes a whole segment on telling the customer how sorry they that you are having trouble without actually taking responsibility for it even if they are obviously at fault. It's just a stall. I hate it. They waste my time and theirs with that silly apologies.
If they can I just want them to fix the problem. If they can't I want to move on. And if they won't I will move on to their supervisor.
Another pet peeve is when they say they are forwarding you to the supervisor and leave you on hold forever. Grrrrrr. Causes me to write poison pen letters.
My message to customer service folks would be "Just give me some honest answers and I'll cope. Otherwise get out of my way."
However, there are actually some very wonderful people in those difficult jobs.
smile

[ June 02, 2004, 10:27 PM: Message edited by: smilinize ]