VIDEO: Case Study: Bad Customer Service

Want an example of what not to do with customer service? Here’s one from the airline industry. Not only a good example of bad call routing, but a lesson in online self-care failure and how a bad backup plan will escalate the cost to resolve even simple problems.

Here is another case of Bad Customer Experience – from the Telecoms industry.

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About Edward Finegold 122 Articles
Ed is now Director, Strategy for NetCracker. Previously, for 15 years he was a reporter, analyst and consultant focused on the OSS/BSS industry and a regular contributor to BillingViews.

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