Welcome to The Karmic Ally Coaching Experience Blog, Charlotte. Delighted you found the information beneficial.

Thanks for sharing your insight, Ian. You are absolutely right about providing good customer service in one’s own business to be ahead of the competition. When we treat our customers the way we want to be treated, we open up avenues for referrals that are priceless.

Thank you for sharing your insights, Beverley. Your goal is one that many of us can relate to. Incidentally, the ordeal happened 2 years ago and for just 1 night of no internet and a few days of harassment. I would not have put up without an internet connection for 2 years. 🙂

Thanks for sharing your experience, Karen. It is a much bigger issue than many of us would realize. Quite often we do need a middle-person to help us out. In the situation that I narrated, the staffer at the other end could see the length of my patronage and yet didn’t consider it necessary to treat me with courtesy. They lost my business when I wouldn’t have left if they had handled the situation that they had created with courtesy and tact.

That is true, Delia. There are times when I have actually told the person on the other side that he or she needs to stop scrolling to find an answer and just listen to me or transfer me to the supervisor. 🙂

Sadly, corporates talk of training but do little for those employees or outsourced staff who are the first line of calling when there is a problem. Not good for reputation management.

However, they are probably given the least of training in these areas. All they get is a list of preset answers to possible questions. They aren’t able to truly listen because they’re basically trying to find the boilerplate answer as soon as possible so they can serve it to you.

Very frustrating, but fortunately my web host is also a friend. She plays the “middle man/woman” and is the first one we contact when there’s an issue, and then she deals with the hassles. She recently suggested and made a change in service provider precisely because of the scenario you described.

One of my commitments, is when I have a fabulous customer service experience to make sure to let their supervisor know about it, as often the only feedback they get is when someone has a complaint. My goal is to shine a light on people who deserve to be acknowledged. You remind me of me, with your persistence and perseverance. Sometimes I wonder if it is worth it and people tell me to “pick my battles”. I tend to fight for what I think is only fair. Happy you are finally out of this 2-year ordeal and that you are happy with your new provider and their customer service team!