Customer Service

11 things to do at the start of a new (business) relationship

by Matthew Stibbe on May 17, 2010

The last week has seen the beginning of a coalition government in the UK. For me personally, it has seen the start of two new client relationships and the renewal of an older one. It seems like a good time to think about what makes relationships work and how to ensure that each marriage is [...]

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Lessons in customer service: email vs. phone response times

by Matthew Stibbe on January 26, 2010

Isn’t it the most annoying thing. You go to a shop to buy something and when you get there, the assistant is on the phone. With someone who was too lazy to leave the house. You’re left kicking your heels. From the shop’s perspective, it’s a perverse incentive for uneconomic behaviour. It’s the same with [...]

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McAfee rip-off and so-called ‘customer service’

by Matthew Stibbe on February 15, 2007

Having had a great example of good service from Amazon the other day, here is an example of how NOT to treat customers. I use McAfee ASAP, which is a managed antivirus and firewall service. I received an email this morning saying that my subscription was due for renewal in 90 days. Being a diligent, [...]

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Good service from Amazon

by Matthew Stibbe on February 13, 2007

After last year’s Xbox 360 debacle, I have to report that Amazon UK has really done the right thing today.  I ordered a memory stick to run on my Vista PC as a ReadyBoost cache.  It was supposed to arrive on Saturday morning by Special Delivery but didn’t.  The Post Office claim that it did [...]

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