May 31, 2007

Good and Bad

I've used Vonage phone service since 2005. For the most part I am very pleased. $29.95 and I get unlimited calls. No long distant charges and as long as I have high speed cable I'm golden.

However, I hate to call them. Seriously. It just gets on my last nerve.

Let me see if I can explain. When I added the wireless router to my system I had all sorts of problems getting everything to run correctly. So I called the help line. Holy Crap. What a cluster THAT was.

First, the guy barely spoke English. Add in that I tend to catch on to an idea and move ahead of things, and well there was a lot of (read with very heavy Indian accent) "Stop clicking Ms. Tammi !! Stop clicking!!!" (Modified because I am an idiot!)

ANYway, we finally got it all up and running.

Now, fast forward to this morning. I need to add a fax line. Simple. I just need an upgraded modem, since this one is so old. I've been on the phone with this guy for almost an hour. I had even called last week to do a little investigating to find out how this would all work.

The guy will not deviate from his script. If I answer in any way other than YES or NO he's thrown for a loop. (And I need to mention his English SUCKS!)

I told him 4 times I want to keep the same phone number just transfer it to the new location and add in a fax line for $9.99 a month.

Pretty simple.

Oh. My. Gott.

We finally got it done, but I am reminded of the keys to successful customer service.

1) Be flexible.

2) LISTEN to the customer.

3) Find the easiest, quickest way to resolve the issue.

Now - I'm stickin' with Vonage. You really can't beat it on a day to day basis. But I'm just prayin' I don't have to call the customer service line again any time soon.

Posted by Tammi at May 31, 2007 09:15 AM | TrackBack

Just a thought, but if you get a help agent with poor English skills, try hanging up & calling back to see if you get someone better.

Or - even though it seems rude - ask if there's someone there with a less-noticable accent.

Posted by: Harvey at May 31, 2007 09:48 AM
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