Digital Marketing and Social Media Strategy

Office Depot BAD, Ning GOOD

Yesterday, I spent about 10 minutes on the phone with Off Depot‘s customer service department. I was searching for an item on their website, but was having trouble, because I wasn’t sure I was using the correct terms for it. I went through the typical automation at the beginning of the call, which is pretty standard these days. Then I was put through to a woman in customer service. She was friendly, but her English was quite poor. I explained what I was looking for, but I don’t think she understood. I was placed on hold, then suddenly transfered to technical support. There was no way to return to the main prompt, so I had to hang up and call again.

The second call was answered by another friendly person. Unfortunately, the gentleman spoke less English than the woman. He had no clue what I was talking about, and kept asking me for a product number. If I had the number why would I have called him in the first place? Hmrf.

Don’t be fooled by their logo, clearly they are not “taking care of business”. I gave up.

On the lighter side, I sent an email to customer service at Ning. I’m considering setting something up on their free social networking service, but need to have a question answered before I do. I searched their site, forum and FAQ for the answer, but I couldn’t find. 24 hours later I received a reply from Ning with a clear answer to my question. He started the reply with “Good question”, which they may say to everyone, but either way it did make me feel good at first read.

I should note that in both cases I tried to find the answer myself before harassing the customer service departments, but that’s why they are there.

Have you had any exceptional or exceptionally poor customer service lately?

[tags]bad customer service, bad customer service, office depot customer service, office depot, ning customer service, ning[/tags]

Dave

http://www.davemadethat.com

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