I don’t know whether he coined the term, but the popular Consumer Warrior, Clark Howard, frequently refers to contact centers as “Customer-No-Service.” We all have our horror stories of waiting forever to get a hold of a live person only to be transferred and, in many times, disconnected before we ever get our issue resolved.
Having been a card-carrying member of the contact center industry for over 20 years, I am very acquainted with how customer service departments operate (and don’t). This insider view sets me up for disappointment every time I need to contact a business for help. Well, yesterday, my expectations were exceeded in two back to back encounters with WordPress and Vistaprint. As a result, I’d like to take this opportunity to sing their praises.