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Good Customer Service: Staying on the line with your customer for 20 minutes to make sure all of the information is correct and verified.
Bad Customer Service: Disconnecting a call after the caller has been on hold for 10 minutes, making them call back, making them hold an additional 10 minutes, and then telling the customer that the office closes in four minutes and therefore the customer would have to call back in the morning.
(One was a telecom company; one was a credit card company. I leave it as an exercise to the reader to figure out which one was which.)
Bad Customer Service: Disconnecting a call after the caller has been on hold for 10 minutes, making them call back, making them hold an additional 10 minutes, and then telling the customer that the office closes in four minutes and therefore the customer would have to call back in the morning.
(One was a telecom company; one was a credit card company. I leave it as an exercise to the reader to figure out which one was which.)
