Richard B. Gilbert wrote:
> tigercat wrote:
>> "tscottme" <blahblah@blah.net> wrote in message
>> news:7P-dnTpuvOilj5zVnZ2dnUVZ_uCinZ2d@comcast.com...
>>> Tigercat, that is becoming a more common experience you describe.
>>> Most of a customer's contact with a company will be with "customer
>>> no-service". When you threaten to walk away, or after you walk away,
>>> the CSR ships you over to Customer Retention who has the power and
>>> goal of doing everything possible to keep you as a customer.
>>> Generally, if you want anything from your credit card company, cell
>>> company, or most any other non-monopoly service, you may want to go
>>> directly to Customer Retention. Customer Service is measured on how
>>> quickly they answer the phone and hang up the phone. Customer
>>> Retention is measured by how many customers they make happy.
>>>
>> seems kind of sad, but am i missing something, if customer service
>> treated people more like customer retention there'd be less need for
>> the CR department.
>>
>>
>
> Just remember that "Dilbert" is largely taken from real life! Also
> remember my favorite statistic: more than 40% of the population has
> subnormal intelligence!

A quote from J.R. "Bob" Dobbs of the Church of the SubGenius:

"You know how smart the average person is? Well, half of them are dumber
than that!"

Seriously, I wish customer service in general would improve a lot and be
close to Customer Retention today.
--
Curtis R. Anderson, Co-creator of "Gleepy the Hen", still
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