Help Wanted: www.borders.com By Heather Curlee Novak with Lee Burdorf, Guest Blogger My friend Lee sent me this story about his experience with Borders Books online: I ordered a book online from Borders.com. I feel badly about their closing the store here and having problems. So, I thought I would give them some business. When you order things online you usually get an instant confirmation by email. When I hadn't received the email confirmation after several hours, I decided to call Borders to see if there was a problem. After sifting through several recorded messages, I got a live human. But he obviously was in a foreign country, probably India.* I could barely understand him and it took forever to explain to him my problem. I was on the phone with him for an agonizing 20- to 30 minutes and he was still unable to find my order. Finally, I asked if I could speak to his Supervisor. A woman came on the line and told me they had my order but for some reason it hadn'...
Heather and guest bloggers evaluate customer service experience from every angle. Includes creative solutions for customer service experiences and musings on how the way we serve others impacts us personally and professionally.