Good Luck if you get locked out of your gmail account!
http://www.nytimes.com/2008/10/05/business/05digi.html?em
During lecture today Bob mentioned that businesses can’t satisfy all of customer’s needs. Some companies such as Walmart will devote most of their resources to building efficiency, Google will do so with optimal organizing, and Nordstrom with building a reputation for exceptional customer service. You just can’t do it all. But we still want them to.
Knock on wood, it hasn’t happened to me yet, (it can happen not only if you input an incorrect password multiple times but for security purposes since there is minimal personal info required to set up an account) but it seems in order to restore one’s gmail account, one commonly must deal with lapse in time and frustration. Google, like competitors Microsoft and Yahoo with their respective premier email services, only offers phone support for gmail customers who subscribe to Google Apps Premier addition which costs $50 annually. With a purported tens of millions of users as its base, google has made a deliberate decision not to expend its resources and minimize its cost in the customer service arena.
On the other hand, it seems Netflix has recently (just last year) implemented phone support with enthusiasm and as a result has received top ratings in online retail customer satisfaction.
Will this sway me away from google? Sigh…but no.
Permalink Comments off