Comments on: Customer Service of Taxes – Part 2 of 2 http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/28/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service Untitled » Stop Sending Emails When They’re Unnecessary - customer service and customer service experience blog http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/28/comment-page-1/#comment-533312 Service Untitled » Stop Sending Emails When They’re Unnecessary - customer service and customer service experience blog Mon, 07 Apr 2008 21:38:08 +0000 http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/29/#comment-533312 [...] Remember the extremely positive review I wrote of my experience with TurboTax the other day? I still think very highly of the company, but I do have a suggestion for them. Stop sending me emails once I’m done. I have gotten several (unnecessary) emails from TurboTax over the last week and it is starting to get annoying. They are reminding me of the April 15th tax deadline, warning me that prices go up, etc. Quite frankly, I get it and I don’t need them to contact me further. When a customer is finished using your product or service (especially when it is something with a clear purpose, like filing taxes), stop emailing them for a while. You should send them a nice survey a day or two after to see what they thought of their experience, but anything beyond that is probably unnecessary. A customer who has already filed their taxes doesn’t need to be reminded of a tax deadline or of a future price increase; the information is irrelevant. When customers receive irrelevant information via email, they start to get annoyed. When customers get annoyed, an attempt at helping (or selling) actually starts to help the brand. [...] [...] Remember the extremely positive review I wrote of my experience with TurboTax the other day? I still think very highly of the company, but I do have a suggestion for them. Stop sending me emails once I’m done. I have gotten several (unnecessary) emails from TurboTax over the last week and it is starting to get annoying. They are reminding me of the April 15th tax deadline, warning me that prices go up, etc. Quite frankly, I get it and I don’t need them to contact me further. When a customer is finished using your product or service (especially when it is something with a clear purpose, like filing taxes), stop emailing them for a while. You should send them a nice survey a day or two after to see what they thought of their experience, but anything beyond that is probably unnecessary. A customer who has already filed their taxes doesn’t need to be reminded of a tax deadline or of a future price increase; the information is irrelevant. When customers receive irrelevant information via email, they start to get annoyed. When customers get annoyed, an attempt at helping (or selling) actually starts to help the brand. [...]

]]> By: Service Untitled http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/28/comment-page-1/#comment-529576 Service Untitled Sun, 06 Apr 2008 05:23:01 +0000 http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/29/#comment-529576 Jeff, You're exactly right! The representative you deal with *is* the company. The representative has a lot of power when it comes to making or breaking the customer service experience. Thanks for the insightful comment! Jeff,

You’re exactly right! The representative you deal with *is* the company. The representative has a lot of power when it comes to making or breaking the customer service experience.

Thanks for the insightful comment!

]]> By: Jeff Bellamy http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/28/comment-page-1/#comment-524158 Jeff Bellamy Thu, 03 Apr 2008 19:55:22 +0000 http://www.serviceuntitled.com/customer-service-of-taxes-part-2-of-2/2008/03/29/#comment-524158 Whatever representative of a company you deal with it the company to you. If you like them, their attitude and the service you receive you like the company. Sometimes the way the representative behaves with you is because of the attitude, philosophy and instructions of the company. Other times it is just a great employee making the company better for you. It all comes down to 'one on one' Yours Truly Jeff bellamy Whatever representative of a company you deal with it the company to you. If you like them, their attitude and the service you receive you like the company.

Sometimes the way the representative behaves with you is because of the attitude, philosophy and instructions of the company.

Other times it is just a great employee making the company better for you.

It all comes down to ‘one on one’

Yours Truly

Jeff bellamy

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