« Author Author? | Main | No, It's Not A Shrubbery »

June 11, 2003

Can You Hear Me Now?

Qwest's new push for improved customer service is an outstanding success! Why, right here you can read about how the friendly, helpful staff encourage people to use Qwest's many services:

If you are a telemarketer trying to sell Michael any services from Qwest, you better be able to offer him DSL high speed connections too.

“One of our big beefs with Qwest up here is that we actually don't have DSL service in the area,” said Michael.

So when a telemarketer called Michael’s Evergreen home Monday, “The person started out in very poor English asking for a Michael or Mieendy -my wife's name is Mindy.”

The telemarketer said he could sell Michael long distance service, but not DSL, Michael said he very calmly, but shortly, told him, “If you can't sell me DSL, please don't call me and try to sell me any product.” He then hung up his phone.

See, there was the Qwest representative trying to be helpful, enticing Michael with one of the many fine products in Qwest's broad array of offerings. When it became clear that Michael was not interested, the telemarketer reached into his bag of "customer service know-how" and came out with this:

Michael thought that was the end of it, until this partial message appeared on his voice mail minutes later: “Yeah, did you understand that? F---ing hang up on somebody like that again -------I'm coming in to your f---ing house you --- ---- ---. What the ---- you going to do? I'll ----ing kill you"

Customer focus, people - that's what it's all about. Customer focus.