Customer Non-Service
In response to a flood of complaints about customer non-service over the past two months, Ross Rader (General Manager, Domain Direct) wrote:
... we haven't been doing a great job answering your questions. For some of you, we haven't been doing any job at all...When I first started my NetIdentity account, what seems like a lifetime ago, the company had a very small staff of maybe a couple dozen people, who still managed to run things fairly well most of the time. Their customer service was not responsive either, but they had relatively few problems to deal with. That all changed with the Tucows migration of service in September, and Tucows is dealing with it by hiring "temps" to copy-and-paste some canned replies to customer inquiries.
... we're aggressively recruiting for new help to replace some of the temporary customer service reps we brought in for October... (most of the folks in customer service are new to the company this year)...
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