How is it so easy to find disgruntled BellSouth customers on the Internet?
We have nearly 50 million customers worldwide and 80,000 employees. The communication world has gotten more complex. We make errors. Customer service is not a destination. It will always be a commitment, a process of getting better. Q. The Internet provides a rather vicious avenue to complain. I found a nasty letter that said you were taking advantage of people with poor English skills by signing them up for premium services. How should companies handle negative comments online? A: I put Internet complaints in the same category as any other complaint. It’s an opportunity to try to understand what customers are experiencing, thinking and perceiving. People up and down the chain can get a look at what customers are feeling and experiencing and can confront them directly. Q: Do you think it’s good customer service to take advantage of people lacking English skills to sell them premium services? A: There’s no excuse for us to take advantage. We want to understand what the customer needs. W
