You know I would really prefer to talk about great moments in customer service here rather than dwell on the negatives. But this blog entry from Rajan Sodhi in the BIG Marketing for Small Business blog is eye popping. In it, he describes how he had to wait in a call queue for well over an hour on three successive occasions to change a ticket on Expedia Canada. Is this the level to which customer service has sunk in North America? I remember many years ago when I moved to Sweden how we used to talk about the amazing level of customer service that we got in America and compare it to the relatively poor levels around Europe. But you know, even my bank back in the UK answers my call within a few rings.
I also note, as if to add insult to injury, Expedia blame the delay on “high security standards”. Huh? What are they talking about? Hang on, let me get my Erlang tables out of the drawer here and see where to account for “high security”. This seems like the double-whammy to me, treat your customer poorly then lie to him about the reasons. Shame.