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Allow me to explain how two discussions started off in very similar ways, and ended... shall we say, differently. This is me, attempting to muster any sort of pleasantness in my voice at some ungodly hour of the morning on a Google Voice connection from Dubai back to the US:
"Hey! I'm having to cut a trip short due to an emergency back home. I actually purchased a trip protection plan when I checked out online -- would it be possible to provide a refund for this flight now that I need to cancel it?"
From here, I was told that this was too vague. That I would need medical proof of an injury or illness, and that if it were a pre-existing condition -- something like reoccurring cancer -- that simply wouldn't do. Oh, and if it's a home emergency, you'll need proof from your home insurance company that your abode is "uninhabitable."
"So... I'm basically hosed here? This trip protection plan doesn't really protect very much, does it?"
"... Do you want to file the claim?"
"No. That's okay. Thanks for your time."
It doesn't have to be this way.
Filed under: Misc
The extremes of technology customer service: how common sense and empathy create unmatched loyalty originally appeared on Engadget on Mon, 24 Sep 2012 12:20:00 EDT. Please see our terms for use of feeds.
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We know almost too well how smartphones perform in US market share; what we don't usually see is how happy customers are once the shrink wrap's off. Going by a newly-expanded American Customer Satisfaction Index, it's the iPhone that most scratches the itch at a score of 83. Despite having just been added, Apple was noticeably ahead of a three-way tie between HTC, LG and Nokia at 75. You might not want to look if you're a freshly-minted RIM executive: the BlackBerry made its freshman debut on the charts at the bottom, or 69. Big carriers have their own reasons to wince, too, knowing that smaller carriers like US Cellular and TracFone scored higher on the happiness meter than incumbents hiking service fees. While there's definitely some wiggle room for your own experience to have been better or worse, if you were an iPhone owner on a regional carrier in the past few months, you were statistically the most likely to be on Cloud Nine.
iPhone waltzes into top spot of US phone satisfaction index, small carriers trump the giants originally appeared on Engadget on Wed, 16 May 2012 04:19:00 EDT. Please see our terms for use of feeds.
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