Over the weekend I had a customer service experience which really highlighted the difference between big and small businesses.
For several weeks now I have been dealing with my Time Warner DVR not recording series such as the O’Reilly Factor, while it did successfully record shows such as Cavuto. Everything was set properly and there seemed to be no reason why certain shows were recording properly and others not.
On Saturday, I finally had a few minutes to work on it and placed a call to Time Warner. After 14 + minutes of being on hold I was connected with someone from technical support. After explaining the issue, I was informed that an update caused the issue and was given instructions on how to resolve the problem. The “solution” did not work and at the moment I still need to manually set my recordings.
At 9:48 on Saturday morning, my company received a service request from a person requiring technical support. Their computer was having an issue with the hard drive and requested computer support ASAP.
While our office hours are Monday through Friday from 8:30 am to 5:30 pm, and they were not a client, they received a phone call back within 10 minutes.
Big business may barrage us with messages about how they value our business, but the bottom line is more small businesses really care about providing the best service possible. It is the small business that typically jumps through hoops to help their customers.
We are currently offering a free Data Disaster Audit and Review to businesses in the Clifton Park, Albany and Saratoga area who would like some options to help Eliminate HI-Tech Frustrations. If you’d like some free tips, give us a call or fill out our online form at www.HITmanSafe.com.
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