A Silent Customer Isn’t Always A Happy Customer

We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came across a large account. At first glance, I noted that they paid their bill each month and almost never called Customer Service. Great, right? But when I called and spoke with them, I found out they were experiencing a number of technical issues and were considering switching to a different provider. They just didn’t have the time to call us or try to resolve the issues. I’d gone into the call thinking

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We frequently go through some of our larger customer accounts and call to check in and see how the service is working for them. On one occasion, I came across a large account. At first glance, I noted that they paid their bill each month and almost never called Customer Service. Great, right? But when I called and spoke with them, I found out they were experiencing a number of technical issues and were considering switching to a different provider. They just didn’t have the time to call us or try to resolve the issues. I’d gone into the call thinking

Read More »
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