Disqus
A month or two ago my trusty ThinkPad had it’s USB ports die. I contacted someone at Lenovo and experienced the best tech support I think any consumer could’ve experienced … ever. I even used my connections at The Inquirer to tell the world how happy I was and how far this company went to help me out. Recently David Churbuck, the man responsible for making Lenovo customers happy, blogged about the loss of a customer. In his post he explains how he handles tech support, you may be surprised Nokia, very very surprised. I recommend that the MRKTNGman read this, as well as the people behind the Nokia Authorized Service Center’s all over the world. You may learn a thing or two.
In most instances, the customer wants to be understood and fairly
responded to. By the time he or she blogs about their issue, they have
reached a point of frustration, or have been made to feel their issue
wasn’t important to the company. In many cases, simply reaching out to
the customer and giving them a venue to share their frustrations goes a
long way toward resolving the matter successfully. Most customers
recognize these efforts as “extracurricular†and appreciate that:1) You’ve paid them a huge complement by finding and reading their blog
2) You’re on your own time, going the extra mile
for them. In contrast, and as more companies join in and this becomes
mainstream it will be more the norm, some customers assume that because
you are engaged in this activity that it is formally sanctioned and
that you are empowered to mobilize and prioritize company resources to
resolve their issue.Source: churbuck.com <– read the ENTIRE post
About The Author
Stefan Constantinescu
Stefan Constantinescu (@WhatTheBit on Twitter) has loved technology since as far back as he can remember. It started with computers, but in the past few years his passion has turned to mobile devices. As a mobile phone enthusiast who lives and breathes devices that connect to the internet, he knows he is not alone with this radical fascination of all things wireless. He is strongly opinionated and enjoys a good debate so leave comments in his posts and he’ll get back to you! Stefan began blogging as a hobby in the fall of 2006 and joined IntoMobile in the summer of 2007. Later he got a job at Nokia in March 2008, but as of June 2009 he has rejoined the IntoMobile team. He is currently based out of Helsinki, Finland.
