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Showing posts from September 15, 2009

(UN)PROFESSIONAL SERVICE IMPACTS YOUR BRAND

Last week my Internet connection was not working, so I called the helpdesk of my ISP (internet service provider).  This ISP has a brand image of providing high quality services and they are #1 in customer satisfaction survey for many years. When I called they already had a message recorded which said that due to maintenance problems some of the servers were not working. It also said that the waiting time in the queue is 12 minutes. So, I was happy that it was at least a known problem. After 25 minutes I finally got through and the person checked my zip code and could see that I was also impacted. Well, it is always nice that they confirm what you already experienced… Then he said that he would send a request to the telecoms department to put me on another server. My problem should be fixed within 1,5 hours, al least that was his guess. After 1,5 hours I tried again, but no Internet connection. I waited and tried again and again, but no results. This experience did no good for my custo