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Subject:RE: The ultimate in understatement? From:John Posada <JPosada -at- book -dot- com> To:TECHWR-L <techwr-l -at- lists -dot- raycomm -dot- com> Date:Thu, 4 Sep 2003 11:56:17 -0400
> produces at that site. Phone numbers were eliminated from the
> documentation because they were so difficult to maintain with
> any level of accuracy.
Not only hard to maintain, but let's be honest...companies don't WANT you to
call. They want you to web.
fer'instance...B&N.com has a Customer Service division with real live
Customer Service reps. However, the phone number, which is an 800 number, is
notoriously hard to find on our web...it's there, but its not obvious.
I think someone did a study that determined that for every live customer
interaction with no required follow-up, it costs a company (not just ours,
but industry wide), about $30.00, and this is a cost that gets passed back
to the customer in one way or another.
You don't think there's a reason why Call Centers are outsourced to cheap
places?
(BTW...ours is not...it's right in NJ, and I also understand that the
business decision to make it difficult is being re-evaluated as we
spea...write)
John Posada
Senior Technical Writer
Barnes&Noble.com
NY: 212-414-6656
Dayton: 732-438-3372
"Alright, nobody move! I've got a dragon here, and I'm not afraid to use it"
---------- Donkey
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