Comments on: The three Fs of customer service http://www.blog.cadnauseam.com/2008/10/29/the-three-fs-of-customer-service/ Mostly AutoCAD discussion, but also music, image manipulation and video Fri, 10 Feb 2012 01:13:36 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Steve Johnson http://www.blog.cadnauseam.com/2008/10/29/the-three-fs-of-customer-service/#comment-2343 Steve Johnson Sat, 01 Nov 2008 04:45:53 +0000 http://www.blog.cadnauseam.com/?p=283#comment-2343 Thanks, Robin. I rescued your post from the spam queue. :) Thanks, Robin. I rescued your post from the spam queue. :)

]]> By: Robin Capper http://www.blog.cadnauseam.com/2008/10/29/the-three-fs-of-customer-service/#comment-2339 Robin Capper Thu, 30 Oct 2008 20:31:54 +0000 http://www.blog.cadnauseam.com/?p=283#comment-2339 Your tale prompted me to write up something that happened to me a few months back. Although not related to a CAD supplier the tale dates back to AU 2004. http://rcd.typepad.com/personal/2008/10/bose-exceptional-service-maintains-the-peace.html Your tale prompted me to write up something that happened to me a few months back. Although not related to a CAD supplier the tale dates back to AU 2004.

http://rcd.typepad.com/personal/2008/10/bose-exceptional-service-maintains-the-peace.html

]]> By: Franco Folini http://www.blog.cadnauseam.com/2008/10/29/the-three-fs-of-customer-service/#comment-2333 Franco Folini Wed, 29 Oct 2008 16:54:50 +0000 http://www.blog.cadnauseam.com/?p=283#comment-2333 Steve, It's a good post. Working with customer every day we (Novedge) try to provide the best possible service all the time. We have a few major obstacles in improving our customer service: (1) We don't always have full control on the licensing/shipping/packaging process. (2) Customers are not always available to listen to us, they just want to complain and to blame somebody. (3) Several times customers are simply trying to blame us for some mistake they made (e.g they provided the wrong shipping address, they order the wrong version, they change their mind, etc). We are always nice, prompt, and understanding but it is costing us a significant amount of money (returns, overnight shipping, 2nd copy, long phone calls, etc.). and sometime I wonder if it will every pay off. Franco Steve,
It’s a good post. Working with customer every day we (Novedge) try to provide the best possible service all the time. We have a few major obstacles in improving our customer service:
(1) We don’t always have full control on the licensing/shipping/packaging process.
(2) Customers are not always available to listen to us, they just want to complain and to blame somebody.
(3) Several times customers are simply trying to blame us for some mistake they made (e.g they provided the wrong shipping address, they order the wrong version, they change their mind, etc).

We are always nice, prompt, and understanding but it is costing us a significant amount of money (returns, overnight shipping, 2nd copy, long phone calls, etc.). and sometime I wonder if it will every pay off.

Franco

]]> By: Dan Waldron http://www.blog.cadnauseam.com/2008/10/29/the-three-fs-of-customer-service/#comment-2330 Dan Waldron Wed, 29 Oct 2008 13:16:22 +0000 http://www.blog.cadnauseam.com/?p=283#comment-2330 Hi. I read a few of your other posts and wanted to know if you would be interested in exchanging blogroll links? Hi. I read a few of your other posts and wanted to know if you would be interested in exchanging blogroll links?

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