Experiences in contrast to the "old world" culture.
(from Katja, the new Intern at wf360)
Have you ever signed up in one of those 1000 mobile stores for a new mobile contract? I had a very positive experience until my contract was signed and I was officially a customer. The sales guy was very helpful, he made a couple of calls and within minutes I could use my phone.
I was satisfied until I had a problem with my contract and I wanted to cancel it. So I went to the store again and the former very helpful sales guy was not so helpful anymore…he gave me the phone number of the hotline and told me that he just can only sell the phone (and take commission), but if I have problem I have to call a hotline.
Once I had to handle with the problem by phone the helpful and fast service quickly disappeared. I listened to minutes to the "hold the line please" voice and then finally got connected to a computer voice that gave me a number of options to choose from. Have you ever tried to spell a 12 digit contract number with a foreign accent?
Once I maneuvered through the jungle of all the options, the real problem getting someone on the phone who knows the product and can tell you the cancellation policy. Then he will tell you that he is not allowed to do that type of transaction and you will explain the same story again to the supervisor.
For someone from Europe it is unusual, that the store that sells the product does not deal with the problems or questions that might arise. It is also weird that you end up on nearly any service desk asking for the supervisor until you have someone on the phone who is really qualified to handle the problem.
This is in contrast to my experience in Europe, where the customer has an important role no matter if you are generating new business or have a problem with current business. If the same thing happened in Europe, then you would go to the shop and you get help immediately from a very competent and reliable person who is satisfied to give you good service.
And then a few months later you may think how helpful they were and go again and start new business.