Comments on: That Department Does Not Communicate Directly With Customers

By: alexcarlson

alexcarlson — Fri, 18 Dec 2009 18:24:30 +0000

Dear DJ I read your blog now & want to know more about your customer care experience .

Thanks

By: alexcarlson

alexcarlson — Fri, 18 Dec 2009 13:24:30 +0000

Dear DJ I read your blog now & want to know more about your customer care experience .

Thanks

By: DJ Waldow

DJ Waldow — Tue, 01 Dec 2009 21:55:15 +0000

@alfsan: Thanks for your comments and perspective. To answer some of your questions…they actually replied to the email within a matter of hours (I think). That's a good thing, but if your title is “Customer Care Advocate” I'd expect that. In fact, if your company is as large as Time Warner, I'd demand it. I think too often companies have such crappy customer service that we are “wow'd” when they reply. Why should the bar be so low? Also, since when is it enough to have a person that is on the front lines do a “normal job?” I'd think that part of his job would be to go above and beyond the call of duty…not just “fulfill the description of his job.”

I realize your last 2 paragraphs talk more to these questions, but I'd love to hear more of what you think. Please share!

DJ Waldow
@djwaldow

By: DJ Waldow

DJ Waldow — Tue, 01 Dec 2009 21:50:44 +0000

@Marissa: Yeah. Wasted opportunity, huh? Thanks for your comments!

DJ Waldow
@djwaldow

By: DJ Waldow

DJ Waldow — Tue, 01 Dec 2009 21:50:17 +0000

@Royce: Why are your forced to write that way for your company too? Maybe you should share this post w/ them.

DJ Waldow
@djwaldow

By: alfsan

alfsan — Tue, 24 Nov 2009 15:47:37 +0000

Hi, First of all I have been on both sides of the story, well, not in the position of "Customer Care Advocate" but nevertheless being the face of my company in some regional markets. Also, my experience comes from multinational companies in latin american countries. First, I am amazed that a company as large as Time Warner DID answer the mail, although a response time would be nice to know (if it was less than a week or over a week). Second, there was a direct answer. Mr. Orzolick did take the time to review the problem, saw the ad and acted according to procedure, in case there's a procedure for offensive ads. Third, Mr. Orzolick did gave an answer to all mails. So far, he did a "normal job", that is, he fulfilled the description of his position.

But again, it depends on where you are.

On developed markets where internet penetration is highest, like the US, filling the steady "job description" for customer service, that is "answering mails" is not enough. Because cases like this show up. Someone with a powerful blog posts the issue, and then BOOM! everyone is aware, and I',m sure Mr. Orzolick by now has had his ears pulled! and Time Warner is aware of this issue, and also at some point will review its marketing strategy on ads more thoroughly.

As said, in current society, where empowerment is vital, and issues come down like tropical rain, people want and need answers, like your mom. So in other words, the last answers of the mail to my point of view were mediocre and pointless, although we all must accept there was an answer, then again, in this days this is not enough!

By: Marissa Kobylenski

Marissa Kobylenski — Tue, 24 Nov 2009 15:18:53 +0000

A perfect example of “following the customer support script” and not really caring about the customer.

By: Royce

Royce — Thu, 19 Nov 2009 21:09:09 +0000

I think what I liked least about the responses from the Customer Care Advocate was that they were written in completely stiff corporate-speak. There was zero attempt at actual human language to connect with the customer. I do think this makes a big difference and the more I get exposed to corporate speak, the less I like it. I am further confused because I am forced to write this way frequently on behalf of my company.
Royce´s last blog ..Better by Atul Gawande: Chapter 4

By: DJ Waldow

DJ Waldow — Sat, 07 Nov 2009 00:16:53 +0000

@Sid: Thanks for the validation. Looking forward to hearing if you buddy who works at TWC-Carolinas can pull through. I forwarded this post to the “Customer Care Advocate” and…nothing.

@Christina: Yeah. I tried to make that point about his title in my post. Crazy, right?

@Brian: Thanks for your comments. I’m still shocked by this. I was really hoping for at least an acknowledgment from TWC. Probably silly of me for even hoping.

@Scott (aka, Daddy Scott): Yeah. Funny. The title of this post was originally going to be “Wow.”

@Brad: Agreed, but being a near monopoly is not an excuse to suck, is it?

@Maddy: Ha ha. Yeah, my mom is pretty cool. She’s now reading my blog! w00t!

@Jess: Thanks for stopping by. I miss not being able to call you a client! The more I learn about TWC, the more I really don’t love them…

–
DJ Waldow
@djwaldow

By: jess moschetti

jess moschetti — Fri, 06 Nov 2009 21:13:10 +0000

word to your mom. she took the right route – voiced her concerns in a respectful manner, to be met with those answers is a shame, especially considering if given the chance she could have provided them with some helpful insight and market research via her role as a professor.

but seems like time warner has a lot of work to do on company policies, starting from the top…
Time Warner still has 3 Corporate Jets that Should be Sold
jess moschetti´s last blog ..ibexgirl: btw the music selection was limited, or @ibexwool loves emo instrumental soft rock, either or