Tag Archives: customer service failures

The Danger of Automated Processes

In an effort to increase efficiency, many companies are automating customer experience processes; resulting in unintended problems with effectiveness. I experienced this first hand recently with the Ford Motor Company. I’ve been a fan of Ford since they didn’t take … Continue reading

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Maybe It Isn’t Slipping Away, It’s Being Pushed Away?

Yesterday I posted about a recent (current) experience with the once great company, FedEx. Turns out some of what I reported yesterday was wrong, which only makes things worse. The package was not sitting in Sacramento for 2+ days without … Continue reading

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When Greatness Slips Away

FedEx used to be a great company. When it absolutely, positively had to be there overnight… And if you wanted to know what was going on with your package, great people were there to help. Now they seem to be … Continue reading

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Brick and Mortar Suicide Continues … Unabated

This topic is, unfortunately, a common theme for me (just do a search of the blog). It seems retailers have become so focused on getting better deals from their suppliers that they are forgetting that if they don’t actually sell … Continue reading

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A 67 cent Customer Service Fail

This is so silly it’s almost unbelievable. My wife bought an item from a vendor on amazon.com for $6.76. It was due to arrive on January 11. It didn’t. When I checked the tracking number from DHL (the vendor’s shipper … Continue reading

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