Keeping Customers Happy - Just Solve their Problem

Customers don't really care about all the effort you go to to hear about the problem and do nothing about it. All they want is a solution and they will rant and rave about it. Take this for example:

So it surprised me when I read this story about a guy who had a really crappy customer experience trying to get his Mac laptop fixed by Apple. He got so fed up, he wrote an e-mail to their CEO, Steve Jobs himself. To the customer's surprise, he received a response THE VERY NEXT DAY from his personal assistant promising that he'd get a new laptop (which he received only the day after the assistant e-mailed him) as well as his old one back (so he could transfer his data from one to the other). Now THAT'S service! (read more)

Tags:
Spoken, Call Center, IVR