Articles

Customer Support Horrors: Verizon Reps Don’t Do Math

Monday, December 18, 2006

There’s been a lot of focus lately on improving customer-facing content. Managing the processes that govern such information is the purview of those who preach the customer-centric content management gospel. These professionals are busy. Very busy. Why? Because ...

Filed under: Customer Support : Mishaps and Mistakes

At Target.com “Customer Service” Remains a Mystery

Wednesday, June 07, 2006

Target.com is the online storefront for the popular discount brick-and-mortar retailer whose bullseye logo was recently deemed one of the most recognizable brands in the world. Unfortunately for online shoppers, finding a human being to assist you on the telephone at ...

Filed under: Customer Support : Mishaps and Mistakes : Taxonomy : Mishaps and Mistakes

Software Glitch Got You Down? Don’t Worry, You’re Not Alone

Sunday, August 10, 2003

One third of all computer users who seek technical support say they never find the solution to their computing snafus. A recent survey by Consumer Reports magazine puts IT technical support among the lowest-ranked services—even lower than the support offered by cell ...

Filed under: Customer Support : Mishaps and Mistakes : Statistics : Usability : Mishaps and Mistakes