Kansas City SEO and SEM

by: Anne Haynes

Today, I did my PR rounds at the agency; talking to account executives and producers. One account executive stood out and he/she turned me onto cli.ent.co.pi.a. After sending the link to my home computer, it became apparent to me after just a few scans with the eye that this site truly represents the world of customer service. As a client and a service person, I see both sides and have several highlighted memories in my mind of being completely and totally disappointed from a client perspective.

Because of this new found site, I must share my own experiences. I was working with a client and was supporting his/her needs to stay on a certain ASP. My client wanted to leverage the current marketing promotion of free internet hours. I drove from San Jose to San Francisco in my VW Golf (killing my clutch) and found myself drinking a glass of Markum Merlot with my client and being placed on hold for over 45 minutes. Finally after almost an hour, a person picked up and to my surprise I was not at the customer support of the ASP, but the customer support for a financial institution. The customer support representative from the financial institution apologized over and over. But I wasn’t done! At this point, my car had concerns, my client was cool, but I was determined to make a difference.

So, I called the ASP back and reiterated the above and the response from the customer support representative at the ASP was, in so many words, sorry but some of the people working at the ASP in the customer support center find it funny to drop clients into the financial partner queue.

I moved my client from one ASP to an ISP and taught him/her to use the internet like it’s supposed to be used.

In summary, don’t discount customer services. When you have a bad experience express yourself and make a difference. Just like the environment and recycling as customers we make change by increasing awareness of these issues.