Top critical review
5 people found this helpful
Bad customer experience - couldn't get access to online material
on 8 January 2014
I am a manager in a global service operations organisation and bought this book hoping that I would get some insights that I could use and disseminate across my organisation.
Upon receiving the book, the first thing I tried to do was to access some resources from their site, however I was informed that those resources were only for instructors. I felt quite disappointed as I expected to use that material to help me understand the concepts better and later on disseminate the information within my organisation.
I was glad to see that the site had a 'contact us' form, which I filled out explaining my situation and that I would like access to the full package.
Over 2 weeks later, one of the authors writes to me, in the least customer service manner I've ever experienced to tell me: "The instructor resources are for instructors. So no, I cannot give you access.". No sympathy, no explanation, no alternatives - no basic customer service.
I am happy I have now returned the book without reading it. I don't think that, based on my experience, the sessions related to customer service and customer experience are good.