Comments on: What the @*!# Were They Thinking? http://www.theinsightadvantage.com/what-the-were-they-thinking/ Just another WordPress weblog Wed, 03 Nov 2010 14:22:48 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Pierre Khawand http://www.theinsightadvantage.com/what-the-were-they-thinking/comment-page-1/#comment-9 Pierre Khawand Mon, 14 Sep 2009 04:57:39 +0000 http://www.theinsightadvantage.com/?p=677#comment-9 I would like to see this story in a youtube video :) Thanks for sharing it and also the insights that customer service people need to learn from it. We need more of these stories & insights told! Cheers, - Pierre I would like to see this story in a youtube video :) Thanks for sharing it and also the insights that customer service people need to learn from it. We need more of these stories & insights told!
Cheers,
- Pierre

]]> By: Ruth Simone http://www.theinsightadvantage.com/what-the-were-they-thinking/comment-page-1/#comment-8 Ruth Simone Mon, 14 Sep 2009 04:28:35 +0000 http://www.theinsightadvantage.com/?p=677#comment-8 Great opening topic - thanks for sharing insights that cause each of us to wonder about reality after frustrating and ineffective conversations.  A bright side is they clearly remind us of how we  don't ever want our own clients to ever feel.   Great opening topic – thanks for sharing insights that cause each of us to wonder about reality after frustrating and ineffective conversations.  A bright side is they clearly remind us of how we  don’t ever want our own clients to ever feel.  

]]> By: Marsha Keeffer http://www.theinsightadvantage.com/what-the-were-they-thinking/comment-page-1/#comment-7 Marsha Keeffer Sun, 13 Sep 2009 23:34:45 +0000 http://www.theinsightadvantage.com/?p=677#comment-7 The best organizations make it quick and easy for their customers.  And if the problem was a vast number of account 'problems,' Citi could have admitted that instead of reverting to the 'party line' that was an epic fail. Great post! The best organizations make it quick and easy for their customers.  And if the problem was a vast number of account ‘problems,’ Citi could have admitted that instead of reverting to the ‘party line’ that was an epic fail.
Great post!

]]> By: Casey Dawes http://www.theinsightadvantage.com/what-the-were-they-thinking/comment-page-1/#comment-5 Casey Dawes Sun, 13 Sep 2009 18:25:06 +0000 http://www.theinsightadvantage.com/?p=677#comment-5 Contrast that with the response that I just received from a new book club I joined. They sent me 2 free books. Problem was, I had one of the books already. I sent them an email, asking if there was any way I could get a replacement. Their response was quick. They told me that their policy was that they didn't replace books, but would be happy to give me a credit on my next shipment. Problem solved...happy customer! Casey Contrast that with the response that I just received from a new book club I joined. They sent me 2 free books. Problem was, I had one of the books already. I sent them an email, asking if there was any way I could get a replacement.

Their response was quick. They told me that their policy was that they didn’t replace books, but would be happy to give me a credit on my next shipment.

Problem solved…happy customer!
Casey

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