Comments on: Service System Failure: How ATT Used Twitter to Recover http://www.bretlsimmons.com/2010-02/service-system-failure-how-att-used-twitter-to-recover/ Leadership, followership, and purpose at work Wed, 08 Feb 2012 23:38:56 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Bret L. Simmons http://www.bretlsimmons.com/2010-02/service-system-failure-how-att-used-twitter-to-recover/comment-page-1/#comment-2649 Bret L. Simmons Thu, 04 Feb 2010 23:23:14 +0000 http://www.bretlsimmons.com/?p=2445#comment-2649 Oddly enough, Kevin, the one thing I liked about Charter was the ability to get a live person on the phone if you have a service problem. But when it came to keeping me as a customer, those folks I got on the line to appeal to were not willing to do what was necessary, so I switched. May be back in a few years, but for now the ATT product is just fine. Thanks! Bret Oddly enough, Kevin, the one thing I liked about Charter was the ability to get a live person on the phone if you have a service problem. But when it came to keeping me as a customer, those folks I got on the line to appeal to were not willing to do what was necessary, so I switched. May be back in a few years, but for now the ATT product is just fine. Thanks! Bret

]]> By: Kevin J Porter http://www.bretlsimmons.com/2010-02/service-system-failure-how-att-used-twitter-to-recover/comment-page-1/#comment-2646 Kevin J Porter Thu, 04 Feb 2010 22:27:17 +0000 http://www.bretlsimmons.com/?p=2445#comment-2646 Bret, I am so so glad the frustrations with Charter reach farther than my sphere of tv and internet. It is very impressive how ATT handled your customer service inquiry, even though they stumbled in the process. Your mention of the automated phone service got me thinking about my experiences with customer service autobots. I can't describe how quickly my frustration level boils over when I get tangled in an endless loop with an automated customer service line. While some companies receive far too much phone traffic to be able to answer every call with a real person, I have been thoroughly impressed with companies adopting a call back system. I believe Truckee Meadows Water Authority utilizes a system that allows you to enter your phone number and provides an estimated time for a call back. The result is significantly less time arguing with the autobots and more time of actually talking to a representative. An example of good vs poor customer service systems. Thanks! Kevin Bret, I am so so glad the frustrations with Charter reach farther than my sphere of tv and internet. It is very impressive how ATT handled your customer service inquiry, even though they stumbled in the process. Your mention of the automated phone service got me thinking about my experiences with customer service autobots. I can’t describe how quickly my frustration level boils over when I get tangled in an endless loop with an automated customer service line.

While some companies receive far too much phone traffic to be able to answer every call with a real person, I have been thoroughly impressed with companies adopting a call back system. I believe Truckee Meadows Water Authority utilizes a system that allows you to enter your phone number and provides an estimated time for a call back. The result is significantly less time arguing with the autobots and more time of actually talking to a representative. An example of good vs poor customer service systems.

Thanks! Kevin

]]> By: Bret L. Simmons http://www.bretlsimmons.com/2010-02/service-system-failure-how-att-used-twitter-to-recover/comment-page-1/#comment-2629 Bret L. Simmons Thu, 04 Feb 2010 14:27:32 +0000 http://www.bretlsimmons.com/?p=2445#comment-2629 You would think that a company that has been around as long as they have would have it figured out by now. The fact that they don't to me says they don't really care. They are getting better, but still have a long way to go. Let me know what you think of Joel's book. thanks! Bret You would think that a company that has been around as long as they have would have it figured out by now. The fact that they don’t to me says they don’t really care. They are getting better, but still have a long way to go. Let me know what you think of Joel’s book. thanks! Bret

]]> By: Jim Taggart http://www.bretlsimmons.com/2010-02/service-system-failure-how-att-used-twitter-to-recover/comment-page-1/#comment-2627 Jim Taggart Thu, 04 Feb 2010 13:59:45 +0000 http://www.bretlsimmons.com/?p=2445#comment-2627 Ah, I feel your pain Bret! ATT's bumbling equivalent up here in Canada is Bell. I avoid them at all costs. Good points in your post. I'm midway through reading Mitch Joel's new book "Six Pixels of Separation." Joel has a number of excellent examples on companies that have used social media in both effective and disastrous ways. Whether it's Twitter, FaceBook, etc., only the foolhardy jump into this emerging technology without doing their homework first. Ah, I feel your pain Bret!

ATT’s bumbling equivalent up here in Canada is Bell. I avoid them at all costs.

Good points in your post. I’m midway through reading Mitch Joel’s new book “Six Pixels of Separation.” Joel has a number of excellent examples on companies that have used social media in both effective and disastrous ways. Whether it’s Twitter, FaceBook, etc., only the foolhardy jump into this emerging technology without doing their homework first.

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