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Customer Service: What I Learned When I Bought My New Computer

by Roger Neugebauer
January/February 2009
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Article Link: https://www.childcareexchange.com/article/customer-service-what-i-learned-when-i-bought-my-new-computer/5018589/

We all have stories to share of the deterioration of customer service . . .

You call the 800 number to ask a question about your health insurance and end up in a phone tree marathon that never leads to a live human.

You go to a check-out counter to pay for your purchases, only to have to wait for the cashier to finish her personal conversation.

You are consulting with a nurse about your child's cold when her cell phone rings and, in mid-sentence, she stops talking to you, and takes the call.

I had the opportunity to experience poor customer service when I bought my new computer. With the new computer came, I was happy to learn, the latest version of a widely used spreadsheet program. With a new version I expected to be even more efficient in my work. I was wrong.

The new version of the spreadsheet program did not simply incorporate some tweaks and additions to the old program, it was a total overhaul an old dependable workhorse of a program given a high-tech makeover. Not a bad goal, just poor execution.

Unfortunately, they captured the latest and greatest technological thinking, but they shut ...

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