My ISP's customer service guide to dealing with irate customers
After calling a well-known ISP's customer service number for the fifth time in a week, I was beginning to see a pattern develop with the responses.
Thais and e-mailing
I have one customer – God bless her – who checks her email between 8.30 and 8.45am every morning. If you send her an e-mail at 8.46, she won’t actually read it until the following business day. Send it at 8.46 on a Friday and she’ll deal with it after the weekend. Then how long it takes her to respond is anyone’s guess.
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