James Miller


Wednesday, January 12, 2005


Phone Frustration

Mr. Raj Kothari’s in The Times is very frustrated with phones and call centres. His solution lies in the Internet.

I never buy products, whether financial, travel or otherwise, without first checking the company’s web site. Then I know that if I need service, I can get it generally without hassle after a couple of e-mails.

Perhaps, the most interesting aspect, is that if the service web site is good, then often when you need to phone, the phone service is good too. (Good management?) This even happened with an oft-criticised, no-frills airline, where one quick and friendly call solved a tricky booking change.


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