Your customer support reps must have the training to investigate someone’s problem, and the ability to do something about it, especially when the request is one you’ve honored in the past and which has no downside for you but tremendous upside for your customer.
Call mozypro how to#
Their reps aren’t allowed to think for themselves, and the managers who set their policies don’t understand a whit about how to evaluate the actual business impact of a policy decision. Though Canadian Mozy likes to trumpet themselves as a “partner” to the small businessperson, they aren’t. But he was powerless to fix the situation.Īs a result, I’m pulling tens of thousands of dollars’ worth of business from Canadian Mozy and shifting it to other vendors.
Call mozypro professional#
He was gracious and dealt with my hissing, booing, and making funny noises into the phone with professional aplomb. Politeness Wasn’t Enoughĭid I get good service? Johnny provided extremely polite service. It was free for them to provide, they’d provided it before, and some random mid-level pinheaded bureaucrat decided to retract the policy. It did not expose them to any additional risk, nor did it obligate them to anything in the future. It did not require them to spend a penny on my request.
But our new policy is that we won’t do it any more.” Interestingly, I was asking for something that had no business implications for Canadian Mozy. We see we’ve done it for you several times. Johnny listened to my problem and explained, “we used to do what you’re asking for. When a company’s first instruction to their phone reps is, “lie about your name,” you know you’re in for a real treat.Ī lot of companies know that having polite reps who tell the truth makes a good impression. Sometimes, I call a company and someone with a thick foreign accent answers, introducing himself as “Biff Johnson.” That’s a bad sign, especially if you recognize the accent and know that folks in that culture rarely have names like Biff.
I called the company, whom we’ll call Canadian Mozy, and got a very nice young man named “Johnny.” He seemed to have a genuine American accent, clearly understood my issue, and was able to respond in complete sentences. Good customer service requires more than just nice phone manners.
0 kommentar(er)
