Tag Archives: email

Good and Bad Customer Service

www.iinet.com.auAt their request, I wrote an email to the CEO of Qatar Airlines. The TL;DR version – Expedia SUXS, Qatar Suxs, iiNet awesome. Settle back people, this is a long one.

Today I called iiNet to cancel my Internet service. I wanted them to hold off for a day or two so that I can have Internet while I am moving out. Chris (the CSR) says that he’s put a note on the order to let it sit for a day or so. I’m like, “Whatever” and tell Tanel (my wife) that we’ll have to start stealing Wilf’s (my neighbor) Internet. As I’m saying it, I get this email.

Hi Tom,

After your phone call I asked around and was informed that the cancellation itself was instantaneous, the part that was pending was to do with the codes and setup on our end. What I’ve done is uncancelled it and set myself a reminder for two days to fully cancel it.

If there’s anything else we can help with, feel free to reply to this email or call us again on 13 22 58


Chris Continue reading Good and Bad Customer Service

Dealing with Bad Reviews

Recently, Michelle over at Indie Paranormal Book Reviews asked me to write a guest piece on dealing with bad reviews. The fact that I’ve written on the subject a number of times here prompted her to ask. I did so and it has recently gone live. Read the full text here. There are two things I’d like to add to that discussion. First, Michelle’s reaction and, second, a short, petty, aside.

Michelle sent me an email about the possibility of a guest post and I probably responded within a few hours (maybe 12 at the most). I told her I’d think about it and try to work on something that night (I just assume everyone is in the US so that would mean the morning for her). I wrote something up, proofed it a few times, had my wife proof it, and sent it off. Michelle responded, “Wow, you’re fast!”

Aside from the fact that a guy rarely wants to hear that from a lady, I found the statement puzzling. Continue reading Dealing with Bad Reviews