Strive Notes

Seth Godin has got it right, as usual. He suggests that when it comes to customer service…most companies should just start over. His message resonates with me today because of the half hour I spent with egg, the internet bank that was recently acquired by Citi, on the phone. Useless doesn’t begin to describe the experience. I feel like sending them an invoice for my wasted time.

Seth has some great suggestions on how to fix customer service. The most obvious one is the need to gather as much information as possible and manage it well to solve the problem. I’ve exchanged half a dozen emails with egg about my problem and when they rang to harrass me today I was pretty disappointed to hear that none of correspondence was on file.

I hope the folks at egg take the time to read Seth. Not that it matters much to me anymore, I’m closing my account. But I do pity their PR people.  What a slog their jobs must be.
(Rant over!)

Filed under: public relations