Wednesday, May 28, 2008

Adventures in Customer Service, General Edition

From MSN Money:

The company at the bottom of the customer-service heap is Time Warner's AOL. A remarkable 47% of people who had an opinion of AOL's customer service said it was "poor." Analysts said that rating may have something to do with its effort to transition from an Internet service provider -- where it still has more than 9.3 million paying subscribers -- to an ad-supported Web portal.

"I don't know what to attribute that to," AOL spokeswoman Dori Salcido said. "I just do know that we continue to improve customer service; that's sort of our goal."

Dori's Boss: "Hey Dori, do you want to respond to MSN Money's poll that says our customer service sucks?"

Dori: "Hmmm. I don't think I'm really qualified to speak on the record about something like that. I just answer phones around here."

Dori's Boss: "Don't worry about it. Just tell them that you're not sure why we suck, but we're trying to improve."

Dori: "You're the boss."