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Can you lower this amount slightly?

I accidentally ran up my phone bill to $1100. I want to know what I can say, if anything, to try to lower my bill. [more inside]
posted by ostranenie on Jul 29, 2014 - 14 answers

Recommend helpdesk solution for chat and e-mail support with ticketing?

I work for a small eCommerce company that provides customer support via live chat and e-mail, and relies heavily on it. The people who chat with the agents are not necessarily people who have bought or sold anything or even used the site yet, so being able to ask questions in real time could help them decide whether to use our site. We would like to implement a helpdesk solution that does chat very well and can provide good analytics so that we can assess agent ratings, why the customer contacted us, and issues that are driving up volume. It also has to be a third-party cloud-based solution because we don't have the resources to set it up on our own system. Do you have any recommendations? [more inside]
posted by Lush on Jun 4, 2014 - 5 answers

Inexpensive CRM replacement, please?

Hello, We are currently using Business Contact Manger as our CRM software. We are having problems when having to re-install (computer crashes, etc) at this point and are looking to either upgrade to Office 2013 (which will allow us to use Business Contact Manager 2013) or to find a new CRM. The preferred option (long-term) would be to get a new CRM, as BCM (Business Contact Manager) does not meet all our needs, and is essentially defunct, but it would need to be less than the price of buying Office 2013 for the 4 users who use it (around $2100). [more inside]
posted by Laura in Canada on Jun 2, 2014 - 4 answers

Time to look for a new job? Lacking the resources to help patients...

I've been working for a medical supply company for almost a year now within the medical records department. Excited at first when I started last May of 2013 after being laid off for 3 months from my optical job for 8 years. Double the pay plus benefits to boot. Fast forward to April now and I've become semi-miserable the past 2-3 weeks. [more inside]
posted by tnar23 on Apr 9, 2014 - 12 answers

What's a good way to keep track of customer data?

After a crazy Kickstarter adventure, I suddenly find myself with ~65 products to create, 2000 customers to send them to, and loads of information (names, email addresses, shipping details, order selections, order fulfillment status, funds donated) from 4 different sources (Kickstarter surveys, Surveymonkey.com, paypal.com, private emails). I need some way to keep track of all of it, so that I can easily find and export information (Who ordered product X? Who ordered product Y and hasn't yet had that order fulfilled), easily change entries (Customer B: Can I switch from product X to Y?) and easily add entries (New customer C). What's my best bet?
posted by sdis on Jan 26, 2014 - 10 answers

What does the Target data breech actually mean to me?

I shopped at Target twice during the period last year that their customer data was compromised. I used my debit card once (which, ugh, I never shop with, but I must have needed cash back), and my credit card once. And apparently other information, like home and e-mail addresses, was also taken. How concerned should I really be, and how much effort should I put into changing card numbers and monitoring my own information? [more inside]
posted by LolaGeek on Jan 21, 2014 - 20 answers

What can a customer do?

I placed an order on The Body Shop's website on Dec. 1 for cyber monday. There was some issue with shipping (where the courier company was given insufficient information, and never delivered and instead returned the package), and I never got the package that I had paid for. I have called, emailed, and tried numerous time to get in touch with a customer service person. I was on hold for more than half an hour each time, and no representative ever responded to my email. I am infuriated now-- they charged my credit card. What options do I have at this point? What can I do? I want either a refund or my order. I don't care which. [more inside]
posted by atetrachordofthree on Dec 20, 2013 - 17 answers

CRM platform recommendations?

Hi, I work at a political advocacy organization and we're looking for a new CRM platform... [more inside]
posted by HylandErickson on Nov 21, 2013 - 8 answers

Professionalism 101?

One of my colleagues often disparages my work to our customers. I'm not sure how to react and could use some advice. [more inside]
posted by anonymous on Aug 5, 2013 - 11 answers

How to handle a negative review on Yelp?

I'm a hostess at an upscale restaurant on the weekends, I have a higher-paying full time job during the week. I have many ADD symptoms I've struggled with, so it's much more challenging for me than the average person. I'm proud of myself for taking the job and building upon my weaknesses (i.e., low spatial intelligence). I was taking a look at the Yelp reviews while working there tonight and my heart SANK - a customer wrote a very nasty review about me, and specified the date, so it can be traced back to me. It was a busy night and I'd had an extremely stressful day before I got there, I know that's no excuse, but I was doing the best I could. Is there anything I can do? Should I message the person explaining/apologizing? If I do, should I ask them to take it down? Should I just quit so they can find someone better? I hate feeling this way. I was laughing, having a good time with the servers tonight, then after reading this felt like crying, everyone could tell something was wrong. I thought I was doing something good for myself by taking this job.
posted by bluelights on Jul 16, 2013 - 50 answers

I don't know how to say no to coffee dates with strangers - media job

I have a job in radio and an on-air persona that invites interaction from our audience. Nice for the station, not so great for me. I have to be polite but firm in cutting people off, but I suck at it. Help? [more inside]
posted by cartoonella on Jul 1, 2013 - 13 answers

virgin mobile defective phone problems

nov. 2012 I bought a kyocera rise smart phone from Virgin Mobile and upgraded my plan to go along with it. I'd been a VM customer for 12 years. It took me a while to realize that the phone was not working properly, when trying to make a call, or other task the screen would go black and the phone turn off. I called several times, could never get a CSR to understand the problem and/or come up with a fix. I lived with the problem until about a month ago when, following a failed emergency (life threatening) phone call I started calling regularly to get a fix. It never happened and finally I got the offer of a replacement phone. [more inside]
posted by NorthCoastCafe on May 31, 2013 - 8 answers

Holding AT&T authorized retailer accountable for terrible service?

I was verbally abused by a terrible employee at an AT&T store but they're not part of the corporate machine. What do I do? [more inside]
posted by cachondeo45 on Apr 24, 2013 - 13 answers

Business books on customer value/satisfaction in services/consulting

What business books/frameworks and resources are available for managers in service companies to provide deep customer value and delight, when the customer himself is a senior manager in another company and my services are people with deep expertise in specific areas? [more inside]
posted by theobserver on Apr 14, 2013 - 4 answers

Need solution for managing customers and recurring shipments

My customers will sign up for weekly, bi-weekly or monthly shipments of a product. After I've processed their payment, what are some online customer database solutions for managing my current customers and generating things like shipping labels and order forms so that each week I can pack my boxes full of product and ship them? [more inside]
posted by jrholt on Mar 10, 2013 - 2 answers

What kind of CRM system would work best and how much would it cost?

My small financial services firm needs to keep track of our customers and how much progress we have made selling them different investments. [more inside]
posted by otto42 on Mar 8, 2013 - 8 answers

A better word for 'most valuable customer'?

I'm looking for a better word or term of art for the most important customer of a company, in particular one that provides the most revenue. [more inside]
posted by heliostatic on Feb 28, 2013 - 22 answers

help me flirt in a professional setting

How do I, a barista, flirt with one of my hot regulars? [more inside]
posted by anonymous on Jan 20, 2013 - 54 answers

Will I regret buying a cotton hoodie from this retailer?

Have you ever purchased anything from Rawganique? If so, what was the experience like? [more inside]
posted by sardonyx on Dec 9, 2012 - 6 answers

Order or Project Management System Suggestions... I am drowning!

My business is booming and it's driving me crazy! The process that worked when only a few orders trickled in isn't scaling and I am finding myself prisoner to my workflow. Email and google spreadsheet is clearly not cutting it and I need input on a project management or order system. [more inside]
posted by hellodonna on Sep 20, 2012 - 14 answers

Is there a customer service yellow card?

Customer Service Yellow Card - How do you handle poor customer service early, in advance of the main service being rendered? [more inside]
posted by robocop is bleeding on Sep 7, 2012 - 10 answers

Online customer database software?

I'm looking for recommendations for online software for managing a database of customers. [more inside]
posted by rabbitfufu on Sep 3, 2012 - 9 answers

Customer base and average discount on Amazon.co.uk

Two questions based around Amazon.co.uk. I would like to know, probably rough, figures for Amazon.co.uk customer base and the average percent discount they have on books.
posted by dazzle on May 30, 2012 - 1 answer

How to contact Yahoo Premium services?

My friend paid for Yahoo Premium email service. His email account was hacked. And his account was locked down by Yahoo. Now I can't find any way to contact Yahoo Premium service, which he PAID FOR. Any ideas?? [more inside]
posted by anonymous on Nov 15, 2011 - 3 answers

Best thank-you favor?

My company sells a premium nutritional supplement product targeted to middle-aged women via our web site. I would like to include a "thank you favor" in the box when it is shipped to the customer. Please recommend what you think would work here! [more inside]
posted by blargerz on Oct 5, 2011 - 13 answers

What is the name of this book that was about history of airline stewardess customer service training?

I'm looking for a certain book written in the sixties or seventies about the sociological aspect of the training of airline hostesses/stewardesses. Don't remember if it was entirely about this topic, or just a notable part of it. Some part of it may have been about how stewardesses had to curb the outward expression of their personalities to match stringent requirements of communication with passengers that rendered them almost carbon copies of one another. It was somewhat famous. Suggestions? [more inside]
posted by jackfruit on Sep 6, 2011 - 3 answers

CRM for an Advertising business, with some production tracking

CRM plus something more for a small office? [more inside]
posted by shinynewnick on Jul 19, 2011 - 8 answers

I got 99 problems and Excel isn't one of them.

How do I, using Excel, determine the frequency of orders, the minimum/maximum amount per customer and the average order size? [more inside]
posted by hecho de la basura on May 21, 2011 - 11 answers

How can I be more assertive?

I want to be more assertive. Just had an annoying customer service experience from which I think I could have got better results had I been more assertive. Need tips. Details within. [more inside]
posted by beccyjoe on May 6, 2011 - 20 answers

Where do the really good custom CMS creators show off their work?

Where can I read about the craft of deploying really well-designed, client-appropriate content management solutions for the web? [more inside]
posted by circular on Apr 25, 2011 - 1 answer

Kafka-Esque world of Google Help is driving me nuts

How do I get (any) support for Google Places bulk uploads? [more inside]
posted by UMDirector on Jan 6, 2011 - 2 answers

Reams of paper no longer an option

Asking for boss: we need a database to track customer info and history. [more inside]
posted by Gilbert on Sep 2, 2010 - 8 answers

Damaged Discs from Netflix?

I've been getting DVDs from Netflix recently that are cracked, scratched and otherwise unplayable. They always offer to send a repacement but what a pain it is to plan to watch in the evening only to find it won't play. Has anyone else experienced a rise in the number of damaged discs being received? When I called, admittedly a bit hot under the collar, to complain the Netflix CSR listened, briefly, but when I asked if Netflix had deliberately decided to stop inspecting discs for damage before mailing out to customers my call got seamlessly switched to National Car Rental. So much for customer service at Netflix!
posted by NorthCoastCafe on Aug 15, 2010 - 42 answers

"Research" for a "book"...

Is there a name for this type of scam? A customer walks into a store to buy $1000 worth of goods. A salesperson offers 20% off if the customer slips him $100 dollars under the table. The customer is $100 better off, the salesperson is $100 better off*, the store is $200 worse off. (*Assuming no commission)
posted by 2bucksplus on Apr 1, 2010 - 25 answers

Designing good customer service forms

I'm looking for examples of good online customer service or technical support forms. [more inside]
posted by A Terrible Llama on Mar 1, 2010 - 4 answers

Barclays is bending me over

I need some advice on how to handle some questionable conduct by my credit card company... [more inside]
posted by anonymous on Jan 22, 2010 - 7 answers

Help Me Out Of Lost Luggage Limbo

Air Canada WTF? On Tuesday I took a trip from Laguardia Airport to Pearson Toronto to CDG, Paris on Air Canada. From Toronto to Paris, they lost one of my bags, which wouldn't be terrible except said bas contained 1) My only change of clothes for the next 2 weeks 2) My BFs extra heart medication and 3) I'm leaving for Prague in 4 days and there is still no news. Is there anyone I can call or talk to see that I actually get my stuff before I leave France? Kakfaesque detail follows. [more inside]
posted by The Whelk on Jan 7, 2010 - 21 answers

A wordpress site where customers can log in to their account.

A wordpress plugin to make a "customer login" section. [more inside]
posted by brenton on Sep 29, 2009 - 2 answers

How do I deal with Dell Inc. customer service hell?

How can I get any service from Dell Inc. Help they seem to have lost my order and won't give me any answers etc. [more inside]
posted by Twinedog on Jul 8, 2009 - 17 answers

Need more tips, please

What is the appropriate response to a customer who left me a note at work? [more inside]
posted by amicamentis on Jun 6, 2009 - 34 answers

Gave cell phone to fire victim

I gave my cell phone to a badly burned fire victim and she took it with her to the hospital in the ambulance. It was covered in blood. I dont want it back. I have no phone insurance. I'm with Sprint. Any provision for a replacement if the phone is lost in in a life saving circumstance? WARNING: graphic details inside. [more inside]
posted by Muirwylde on May 24, 2009 - 31 answers

Apple Sours

Apple Genius Bar not so Genius - I bought my macbook back in 2004 and recently took it into the London Apple store for help with a software problem. [more inside]
posted by numberstation on May 21, 2009 - 12 answers

Why don't bar managers interact with customers?

Why do I never see bar managers/owners meet-and-greeting the customers? [more inside]
posted by RobinFiveWords on May 10, 2009 - 14 answers

Looking for a great customer management/scheduling solution for a growing IT company

My company is looking for a comprehensive package to manage our IT company, which has grown 1000% over the past 4.5 years. I believe we have outgrown our existing solution. It has to be scalable, user friendly, integrate with Quickbooks, ideally would integrate with Kaseya, and generally be a very full solution. Honestly, Autotask is the best thing we have found, but it is not an option as we cannot host it ourself. Outsourcing all client data to another company means we are beholden to that company for life and that is not an option. We tested Commit but the web interface just wasn't robust. The program itself was very functional, but the interface would lead one to believe that it was intended for smaller shops so we are going to stay away from it. All suggestions and critiques are welcome.
posted by titans13 on Mar 8, 2009 - 4 answers

Has a company ever sent you balloons on your birthday?

What are some companies that make it fun to be a customer? [more inside]
posted by entropic on Feb 28, 2009 - 44 answers

How can I convince the Apple Store to exchange my iPhone for a new one because of a defect?

Brand new iPhone (1 week old ) has a dead pixel! Apple Store says this is within "spec," and therefore doesn't warrant an exchange. I call BS on that. Suggestions to help me persuade them to take the thing back and give me a new one? This isn't what I paid $199 for. It's within the 30-day exchange period and I have Apple Care, in case that's relevant.
posted by JuniorBCat on Feb 17, 2009 - 13 answers

I don't need a support system... or maybe I do. Is there a support ticket system for Brick & Mortars?

I am looking for a client management/help desk/support ticket... thing. Customers come into our stores with items to be repaired and I'd like to be able to allow stores to create ticket for each repair. I'd like for the system to retain information about the customer and the items they bring in... and be able to make notes to the account. What exactly am I looking for? [more inside]
posted by aristan on Jan 15, 2009 - 4 answers

As a retail customer, why is it rare to receive a thank you after completing a transaction?

As a retail customer, why is it rare to receive a thank you after completing a transaction? [more inside]
posted by jorlando on Dec 7, 2008 - 36 answers

Business failure because of poor customer service?

Documented business failure because of shoddy customer service? [more inside]
posted by mjger on Nov 12, 2008 - 11 answers

My Samsung DLP has required multiple repairs since July

My out-of-warranty Samsung DLP has been plagued with issues for the last 6 weeks. Routine issues, or do I have recourse? [more inside]
posted by neilkod on Aug 23, 2008 - 2 answers

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