Category Archives: customer service

Rocky’s travel secrets for your flights home

I’ve spent much of this year in airports and on airplanes. (Including 11 hours at O’Hare on Sunday for a fruitless trip.) Over the years, I’ve developed strategies for coping with the hassles of air travel. I hope you don’t … Continue reading

Posted in customer service, travel | 2 Comments

Meeting your customers face to face

In the world of blogs, email feedback and focus groups, it’s easy to think you’re getting all the feedback you need to run your business. Very few Web companies bother to meet their customers face-to-face. Two notable exceptions are Yelp … Continue reading

Posted in customer service, marketing | Comments Off on Meeting your customers face to face

How satisified are you with…?

I find that increasingly companies are asking me to answer surveys after speaking to their call center agents. Whether it’s a credit card company, insurance company or travel provider, they want to know how satisfied I am. Many times, I … Continue reading

Posted in customer service | Comments Off on How satisified are you with…?

Can an airline really be this inept?

Every couple of months, U.S. Airways sends out an email describing the progress on their computer systems. As with most large-scale systems projects, they’re behind. The self-effacing emails try to reassure customers that the airline really cares. Here’s an excerpt … Continue reading

Posted in airlines, customer service, travel | 3 Comments

Rocky’s fun-filled day at the airport

Yesterday was my travel day from hell. I arrived at National Airport around 11 to catch a noon flight to Philadelphia. Because of a ground stop at Philadelphia they pushed back the flight to 12:45. We boarded the bus toward … Continue reading

Posted in airlines, customer service, facebook, travel | 2 Comments

Getting out of your cell phone contract for free

For those of you drooling over the iPhone but not wanting to pay your carrier a $150-$200 cancellation fee, the Wall Street Journal offers a solution: annoy your carrier. The paper reports that Sprint is canceling the contracts of 1,000 … Continue reading

Posted in customer service, wireless | Comments Off on Getting out of your cell phone contract for free

Never take the first offer

I needed to cancel one of my credit cards. I rarely use the card and didn’t want to pay the $75 annual fee. I called Citi to cancel. Of course this is never an easy process. They transfered me to … Continue reading

Posted in customer service, personal finance | Comments Off on Never take the first offer

The quirks of dining out

The New York Times has a fun read today about the rise of OpenTable, an online restaurant reservation service. One of the benefits to restaurateurs is the ability to keep track of the quirks of diners. Among the funnier quirks: … Continue reading

Posted in customer service | 1 Comment

Grab and go, on the honor system

I’ve spent a lot of time in airports lately. With the lack of food on planes, I’m often looking to grab a sandwich or a soda. Inevitably, I end up behind 8 people who want their triple decaf mocha ventis … Continue reading

Posted in customer service, travel | 2 Comments

The hassles of clicks to bricks

Today’s Wall Street Journal has a story on the hassles of buying online and picking up in store (subscription required). The story includes experiences where the item isn’t available, orders are canceled and other inconveniences. It fairly accurately reflects my … Continue reading

Posted in consumer electronics, customer service | 1 Comment