(Note: This is an updated article from the one posted on December 2nd.)
I had an interesting conversation about customer service in the last 24 hours.
My sister recently upgraded all of her family's phones with a virtual mobile telephony provider which has won multiple awards for excellent customer service.
She was so angry, I could almost hear her teeth grinding through a clenched jaw.
She was right to be mad at them.
In short, there had been a catalogue of errors from the wrong phone being sent, subsequently returned and sent back again by the company, to a reference made to a separate and phone, text and data plan that she did not request.
I can only imagine where the phone she ordered in the first place is at the moment!
Think: 'Twilight Zone'.
The situation now means that the family is a phone short and fresh out of patience.
All of the goodwill that had built up over two trouble-free years of service has now been lost -
in her words: 'irretrievably'.
If she had her own way, she would cancel all of the contracts her family has with the company.
The provider will have to work their socks off to keep this customer, but I'm confident they'll
be able to keep her.
It's not every company that wins praise year after year for being great at responding to people like my sister who don't shy away from speaking out about poor service, but also giving praise where it's due.
Still, they could have resolved the issue a lot quicker by using the information in today's infographic from Zendesk.
Thoughts on customer service, communication and, of course, reputation management.