One of the areas that I study and teach about is customer
service. I did a lot of my early
research on jobs that require people to express certain emotions and suppress others,
including telephone bill collectors, 7/Eleven clerks, and police interrogators.
I’ve become more interested in service experiences again in the last year
or so, and in fact, a group of us including Michael Dearing (who just left eBay
after over six years as a senior executive), Perry Klebahn (inventor of the modern snowshoe and a
former Patagonia executive), Liz Gerber (a fantastic Stanford doctoral
student and skilled product designer) and I are developing a new Stanford d.school class on designing
service experiences next Fall. And Huggy Rao of the
My renewed interest in services is driven heavily by the bewildering
and often idiotic things that organizations to do us as customers. I won’t do the complete rant here, but I’ve
had some experiences with Air
AOL/ Maybe/ my grandson typed in the word"mudda" ie by itself. aol discontinued my service on 19 oct 2005. the service rep. was in India. i paid monthly by EFT/ payable on the first of the month. when the EFT didn't go through they obtained a CC number from Bank America,annnd charged me for oct/nov/dec/jan/feb/mar/april/may/jun and etc. i talked to the folks at Bank america and the card was cancelled. they still want that 29.95 for the month i paid for and the other months AFTER they sent me a letter dtd 29 oct 2005 stating the service was cancelled.. i have a comment in russian for AOL and it is """YO?TUUVE?YO?MOT..
Posted by: carl hilton | October 28, 2006 at 03:37 PM
Aol customer no service department are actually "retention" specialists who are compensated on customers retained.
Posted by: Bill | June 22, 2006 at 09:03 AM