Cellular Agony

Dealing with Phone Companies

Customer Relations 101

Posted by Paula on December 27, 2010

It seems silly to give an established company such as Orange lessons in something as basic as Custom Relations but it appears, after dealing with them for so long and in such a painful way, that this is what they need. So here are a few quick tips for Orange that I hope the company and their representatives will consider:

  • Rule 1: When dealing with a client – you have to LISTEN to what they want, what they need. To keep a customer, you have to provide service. To provide the service they need, you have to start by listening. If you won’t answer their calls, won’t meet with them when they ask, you can’t possibly listen and therefore you can’t possibly have a good relationship with them.
  • Rule 2: Don’t lie to them. Whatever you do – lying will not enhance your reputation. It might get you a contact, but it won’t keep you one. You might fool some person or company into creating a short-term agreement but that will end at the first possible opportunity and you won’t be trusted.
  • Rule 3: Don’t be vengeful. If you don’t want to deal with a customer, then don’t deal with them. But if you do, treat them right. You can’t ignore a client – they have a right to service.

I’m sure there are so many other rules that Orange is ignoring, maybe somebody wants to suggest some. For now, I’d be happy if Orange followed these…even one of them.


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