Customer-Self-Service without internet? T-Mobiles worst customer service ever

I think that yesterday marked my most interesting experience in terms of customer -service.

Because my DSL was down  I called Deutsche Telekom’s customer support.

While on hold (for 10 minutes) I was suggested to alternatively visit their website for help.

Now, generally I would have done so, simply because I don’t really appreciate hanging around on hold with some call center where the answers you get are quite doubtable by themselves – but how, without a connection to the internet because they screwed up?

To those who are just about to start defending their initiative: no, this was not a general hotline phone number but one dedicated to problems with DSL connections.

Who has developed a wiki?

The problem is not setting up the wiki. Further more, it’s not about designing one. Any web designer with poor knowledge can set up a wiki in about 30 minutes.

The problem consists of designing the policies by which the information is to be entered into the system Read more >>

How can you add value to the client while performing the day to day opertaional task?

a clients worth is determined by the information you hold about them. This is why CRM is not really worth the effort unless you implement a system which requires your employees to enter the information ascertained in correspondence and some form of reward for them as they enter the information.   This may be a financial benefit or some other reward.