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Eircom Business Customer Service!

February 4, 2010
Eircom Business

Eircom Business

I am sure that I am not the first to have experienced lousy customer service but I just have to blog about Eircom. At a time when we are all busting a gut to get by, delivering excellent customer service it astounds me how some companies can get away with the total opposite.

Without going into the blow by blow of the story they made a total shambles of a simple leasing agreement on a phone system and put us on a careless business tariff that had us paying about €300/400 too much every month. This went on for over a year – I was offered a credit of €200.

Read on …. the text of my last email to them (lets see if they are listening to their customers online: I will circulate the blog on LinkedIn, Facebook & Twitter)

email: 4th Feb 2010

Hi Padraic,

This is going from bad to worse ..

In response to your efforts to get this sorted on your side I received a call yesterday from a ‘Debbie’ in Eircom.

While very pleasant and courteous she seemed to be quite junior. She politely explained that her credit jurisdiction did not extend beyond €200 and if I wanted to achieve something more than this I would have to make an ‘official complaint’!

Aaaaaahhhhhhh …. what in the name of god is going on at Eircom.

In fairness to Debbie she saw the funny side and acknowledged that what was going on and my steady flow of correspondence did qualify me as ‘a complainer’. She totally empathised with me and promised that someone with some sort of authority would call me back in half an hour.

I needn’t tell you that I never received a call from anyone.

Officially ‘This is a complaint’ to Eircom and not me writing for the fun of it.

I would appreciate some action please.

Regards,

Greg Canty

Greg Canty is a partner of Fuzion Communications

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Posted in Customer Care, Marketing, Recession, Retailing | 5 Comments »

The SuperValu Girl!

November 28, 2009

The SuperValu Girl !There I was shopping basket in hand at my local supermarket picking up a few bits for a night in watching TV and all of a sudden I spotted her! This was my moment at last..
As a happily married man this might sound very suspicious but let me assure you that there is nothing sinister about it.
You see, this day was a special day, in fact a very special day.
Liverpool had beaten Man United that morning and I knew the SuperValu girl was a Man U supporter and for once I was able to have a little fun with her, with me being able to take the upper hand eventually. She spotted me coming, threw the eyes up to heaven and just took the teasing like any true fan!
I pick up bits and pieces in the store on a regular basis and as a result would be quite familiar with some of the staff and this girl in particular. She has a pleasant word to say to absolutely everyone from young kids to quite old customers and she always seems to be in good form, even when Man United lose to Liverpool!

The store might be a little bit more expensive than the local Dunne’s or Tesco’s, the selection probably isn’t as good but at the end of the day you just can’t beat a good atmosphere created by efficient and pleasant staff.

The SuperValu girl and all the other really good staff in stores and different businesses all around the country are worth their weight in gold, more than any marketing campaigns can hope to achieve. Campaigns are terrific at communicating what your business is all about but the proof is in the eating. Excellent staff are the best marketing of all.

…so even though we are on a bad run of results I will still bravely return, do my shopping and look forward to the chit chat with the SuperValu girl.

Greg Canty is a partner of Fuzion Communications

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Posted in Irish Economy, Marketing, PR, Retailing | 3 Comments »

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