The Ultimate Question 2.0 (Revised and Expanded Edition)

8

Close the Loop with Customers

What follows is a story that happened to Fred, so we’ve written it in the first person. Here’s his report:

One April not long ago, I got a mailing from my cable TV provider encouraging me to restart cable service at my summer home. I called the number indicated in the letter, waited two minutes on hold, and finally reached a phone rep. Unfortunately, the rep had no idea how to execute the transaction. After ten minutes researching the procedure, she came back on the line, flustered and apologetic. She told me I would have to call another number. She was very friendly and really wanted to help, but she had never been trained to do this particular task. Since I had volunteered to provide feedback at the end of the ...