Posts Tagged ‘Customer Service’

Customer Service: Make It Easy To Leave

April 16, 2008

I spent 25 minutes on the phone today with Nextel trying to cancel my account. My experience went like this:

  1. Dial the 800 number
  2. Listen to an automated voice go through multiple options that don’t relate to me
  3. Hit ‘0’ out of frustration
  4. Listen to the menu again
  5. Choose 6 because it seemed kind of close to what I wanted to do
  6. Enter my cell number (for faster service)
  7. Sit on hold for 5 minutes
  8. Finally, I am greeted by an operator
  9. Give him my cell number again
  10. Give him a pin number that I had to guess at because, as I was tersely told, he couldn’t help me otherwise
  11. Tell him that I wanted to cancel my account (step 11, and I finally have an opportunity voice what I want to do)
  12. He can’t help and has to transfer me to someone else
  13. Sit on hold for 4 minutes
  14. Enter my cell number (third time for those who are counting)
  15. Greeted by another operator
  16. Give him my cell number
  17. Give him my pin which was thankfully asked for by the previous operator
  18. Ask to cancel my account
  19. Am transferred to another operator
  20. Only sit on hold for 2 minutes
  21. Greeted….
  22. Asked for cell number (fourth time….) and give him my pin
  23. Ask to cancel my account (third time)
  24. Am told that I shouldn’t do that now because my billing cycle started yesterday and I would be billed for the full month anyway

…….after expressing my disbelief at the absurdity of this, I took great delight in finally being permitted to cancel. Canceling my account felt like a hard-fought victory.

Moral of the story is this: think about your customer experience at every point of interaction. What is your service like? Do you take care of your customers even when they choose to leave you? Do you encourage them to never come back?

From SeekingAlpha:
Future analysis will provide the details of poor decisions by Sprint management and directors over the last few years. Customer service issues were resultant of top down policies to extend customer contracts over every concern of customer satisfaction. Future college business policy textbooks will contain case studies of Sprint’s downfall being precipitated from internal mismanagement rather than external market factors.

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