Category Archives: customer service

Searching for the holy grail

Posted on October 15, 2006 by Rakesh Agrawal

United keeps moving my cheese. In a few days, United is dramatically increasing the number of miles required for a free award ticket to Australia. Trying to beat the increase, I called up United to try to book tickets. (I … Continue reading →

Posted in airlines, customer service | 1 Comment

Get me to a human – fast

Posted on August 24, 2006 by Rakesh Agrawal

When it comes to banking, I do pretty much everything online. I review my statements, pay my bills, download transactions into Quicken, check my account balances, change my address. If I need to do it and there’s a way for … Continue reading →

Posted in customer service | Comments Off on Get me to a human – fast

Using Caller ID to improve customer service

Posted on August 15, 2006 by Rakesh Agrawal

Whenever my cell phone rings, I know who’s calling. And I usually know what they’re calling about as soon as their picture (or name) appears on the display. I’d like to see companies do this for customer service. I ranted … Continue reading →

Posted in airlines, customer service, travel | 1 Comment

Can you understand me now?

Posted on August 15, 2006 by Rakesh Agrawal

I was traveling a lot last week and ended up calling United frequently for flight information. They use a voice recognition system to provide that data. Horrible idea. In a previous job, I worked on speech recognition systems and know … Continue reading →

Posted in airlines, customer service, travel | 5 Comments