Comments on: New Tag For New Media: “Customer Service” http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/ New Media, Life and Work Online Wed, 30 Mar 2011 13:29:21 +0000 hourly 1 http://wordpress.org/?v=3.1.1 By: economic mip http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/comment-page-1/#comment-436 economic mip Sun, 18 Nov 2007 04:09:00 +0000 http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/#comment-436 Hiphi is a pain at present, hopefully it will get better quickly. Here is what I find amusing, a lot of companies are testing the use of Second Life for customer service. Some like IBM are having some success with it. However the primary complaint is a lack of customer service by the creators. Sure they have office hours, a phone number, but it is hardly enough. They need to get a lot better at it, or Second Life will continue to be vast but empty spaces. Hiphi is a pain at present, hopefully it will get better quickly. Here is what I find amusing, a lot of companies are testing the use of Second Life for customer service. Some like IBM are having some success with it. However the primary complaint is a lack of customer service by the creators. Sure they have office hours, a phone number, but it is hardly enough. They need to get a lot better at it, or Second Life will continue to be vast but empty spaces.

]]> By: bjorn http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/comment-page-1/#comment-423 bjorn Sat, 17 Nov 2007 03:30:02 +0000 http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/#comment-423 thanks for bearing with the chinese interface at HiPiHi. we hear ya and are working in ensuring ease of use (ie having that english interface) =) thanks for bearing with the chinese interface at HiPiHi. we hear ya and are working in ensuring ease of use (ie having that english interface) =)

]]> By: bjorn http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/comment-page-1/#comment-422 bjorn Sat, 17 Nov 2007 03:29:23 +0000 http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/#comment-422 thanks for bearing with the chinese interface at HiPiHi. we hear ya and are working in ensuring ease of use (ie the english interface) comes out soon.. =) thanks for bearing with the chinese interface at HiPiHi. we hear ya and are working in ensuring ease of use (ie the english interface) comes out soon.. =)

]]> By: Caleb Booker http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/comment-page-1/#comment-406 Caleb Booker Thu, 15 Nov 2007 15:51:50 +0000 http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/#comment-406 Yeah I know "The Telephone Doctor". Most larger outfits and union shops tend to buy that package. Managers see it and think: "Wow, a bunch of easy answers! Awesome!" The content wouldn't be so bad except that the people in the videos are so terribly phony. Yeah I know “The Telephone Doctor”. Most larger outfits and union shops tend to buy that package. Managers see it and think: “Wow, a bunch of easy answers! Awesome!”

The content wouldn’t be so bad except that the people in the videos are so terribly phony.

]]> By: Crap Mariner http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/comment-page-1/#comment-405 Crap Mariner Thu, 15 Nov 2007 14:28:02 +0000 http://www.calebbooker.com/blog/2007/11/15/new-tag-for-new-media-customer-service/#comment-405 Do a Google Search for "The Telephone Doctor." We here at absurdly large hosting company had to go through that series of videos in order to drill into our minds to be polite, nice, professional, and happy little mindless robots who still can't do anything for anyone. Customer satisfaction metrics are up, but it makes me wonder if in the long run people will come to realize that their problems truly aren't being solved... they're just getting a sweet whisper in the ear as another monthly fee is pulled from their pocket. The answer is always: solve the real problem. Get people to solve the real problems, not people to throw in the way of folks waiting for those problems to be solved. Or people to sell more of the problem-heavy product. Or managers to manage all those people doing everything but solving the problems. When you solve the real problems, the need for layers and layers of happy-talking drones to mollify the angry crowds is greatly reduced. (As for your addiction to Jasmine tea, try mint-hibiscus. Even better.) Do a Google Search for “The Telephone Doctor.”

We here at absurdly large hosting company had to go through that series of videos in order to drill into our minds to be polite, nice, professional, and happy little mindless robots who still can’t do anything for anyone.

Customer satisfaction metrics are up, but it makes me wonder if in the long run people will come to realize that their problems truly aren’t being solved… they’re just getting a sweet whisper in the ear as another monthly fee is pulled from their pocket.

The answer is always: solve the real problem. Get people to solve the real problems, not people to throw in the way of folks waiting for those problems to be solved. Or people to sell more of the problem-heavy product. Or managers to manage all those people doing everything but solving the problems.

When you solve the real problems, the need for layers and layers of happy-talking drones to mollify the angry crowds is greatly reduced.

(As for your addiction to Jasmine tea, try mint-hibiscus. Even better.)

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