Every now and then we like to pass on links to really insightful articles. The
Wall Street Journal has a terrific article today about how certain companies such as Apple and some airlines are charging customers to receive premium customer service. The article asks the question whether it is worth it or not to pay a company for better customer service which can mean expedited orders and faster wait time. It's worth a read.
Our personal opinion is that it's ridiculous to have to pay for customer service as any competent company should stand behind it's product. By paying for a product or a service, you are paying the company to do it's job, so why should you have to pay them twice, especially in a case when someone is complaining about bad service or a faulty product? That's counter intuitive. The good news is the power of the decision lies with the consumer in this case. Don't like the service you are getting? Go ahead and find another company to purchase from. It's that easy. In a world defined by variety along with the ability to search for products from many places and companies in the click of a button, finding an alternative should be an easy solution. If a company is trying to charge you got "expert service" use your power as the consumer to hit them in the bottom line, and go find someone else who actually wants to help you. It's that simple.
To read the whole article,
click here.
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Posted by GetHuman on Thu, 10 Mar 2011 3:21pm