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The Weeky Speak

A BlindFalls Weekly Newsletter Publication

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Customer Service Defect April 22,2007

The place was dim, this so called meeting, it was behind 10th and Charlie’s old-fashioned pizzeria. This was the meeting of the minds a convention of people to discuss the rapidly changing world of the internet and beyond. We were all seated round no, more like straight lined at the table. I stood up, looked around and said, “What terrible customer service they have here” Author's Note: Now, my editor said that is a great segue to this topic, I thought that it was over the top and too lavish for technology and the topic of customer service, I will use it at his insistence only. We have all had our time spent chasing down customer service, though email, phone calls, fax, and walking straight up to the desk at your local Wal-Mart, the last of course appears the best of the bunch. Perhaps, seeing the real person gives the most reassurance, helps in the brick-and-mortar business places, which still exist here today mind you. On the other side of the yard however, on the internet, customer service is a living nightmare. In my honest opinion it is getting better my case in point, here I will relate to you a recent experience a colleague had with a well know internet advertising company that celebrates a niche in their search market-place, offering pay to click ads. What is their niche “Local Search” now saying that it is all the info I can afford to tell. Anyhow, this piece could be about Click-Fraud that might be the bottom line but, let us just stick to the customer service aspect of it now and another time discuss click-fraud that runs rampant now on the web. My colleague explained that there was unwarranted spike in his pay per click ad campaign, charging untold of amounts of money to his business account with no ROI in sight. His first attempt a phone call, to achieve some sort of explanation for this spike, left him with less than favorable results. This customer service representative though sympathetic lacked the knowledge about the specific details needed to explain this strange spike phenomenon instead, referred only to a company wide policy on Click-Fraud. His second attempt, with less hair pulling an email, closing his account and demanding a refund and someone with knowledge to contact him of why this is happening. That was responded by the gentle email of “were sorry to see you go” line, but someone will get back within two days. Meanwhile his business is out the money and he has to sit on his hands and wait for what? Another reply that is not acceptable, this is the thorn in the side of the issue with internet customer service. His third attempt, another phone call transferred him to an account manager, we shall name Martin. This person was a complete one hundred degree difference than the first. He was technologically knowledgeable about the service and tracking stats related to originating URLs (the meat & potatoes of the issue). Martin declared this a very unusual spike; this service rep did not have the stats in front of him to make a conclusive decision but assured, he would find out and get back with him ASAP. This is new frontier for web users, me included. One of the things that get repeat business anytime paying for a service or buying a product is service after the sale. Few companies believe this and are able to push-off complaints and service questions due to the internets ability to hinder availability, shift time and delay quick solutions to customers, which in my opinion is just not good business. Anyhow, back to my colleague and his dilemma. Can you imagine the surprise phone call, telling of suspect affiliates (they work with), untraceable URLs, and a complete refund for the whole amount? Well that is just what he told of, the very thing we all say does not happen on the web. Maybe there are some in the business world who believe in setting an example, for what is it that we all have heard and know, it’s how we are raised, let’s say it again shall we, “The Customer is Always Right” doesn’t that feel better.

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My Second Life Feb.28.2007

I was asked the other evening while out to a meal, if I tried second life yet. I thought for a minute before answering, I think most people should do this by the way. I looked up and told him I was not quite done with the one I have why would I want another one besides I’m not good at life anyhow, I think mine is a mess. He smiled which most people these days do instead of laughing, and gave the look of shame. No, he said, Second Life Online. I said yes, I tried but only got as far as making an account name and so forth, I never actually played the game yes folks, and it is a game. Let me explain, it is a virtual world created so people can have another life in case theirs turns out to be no good. I am teasing; really, it is a virtual world where you get an Avatar (A Body of You, just a fancy name) and you can enjoy yourself just like in your real life, it is so like real life, it costs you money to enjoy your virtual life too, if that is not fun what is. Ok, back to the conversation he informed me that his company was thinking about making an online version of their business in Second Life and what my thoughts were, seriously folks, on this type venture. In a general sense, (trying not to laugh) this seems a viable opportunity. If the residents on this Second Life world would consume or buy the products your business offers, it could make a profit over the costs for setting up the business. What type of business you ask, well this friend I will leave nameless due to an intolerable boss I fear, works in the Publishing Industry, mostly publishing Books. This got me too thinking such insane thoughts right then. If people did not have the time to read a book in their real life, where could they find the time to read in a virtual world? This all sounded very amusing to me at this point. Still I began to ponder the reality of it, any business model when presented in the right manner even in a virtual world can only benefit from the added exposure, and pursuing other avenues of advertising, and possible sales makes smart sense. Most companies already have an online budget and IT staff that can actively monitor the Online Virtual Business of sorts. My bet would be most IT staff would frown on this though; all this and more were the exact opinions I expressed and after I finished, and we shook hands as he departed, he quietly said I should concentrate more on my own life instead of making up another, there is not enough sense for two. I smiled, yes I agree. ____________________________________________

What You Get Free? Jan.01.2007

Now I go completely bonkers or you might see it as crazy over most free software, but a problem that has plagued the internet free deals for years I have found, is the dreaded bundled software that you unintentionally install with these so-called freebies. Now there are some still unaware of this fact and in some situations if brought up while speaking aloud may bring looks of dismay and gloom. Now its one thing to offer components or options to install if you so choose with the point being your choice. However, as many know if you use AOL’s new browser or IM client their nice software installs three other pieces of bloat-ware at the same time sorry to be so darn honest folks really. Some would argue that it is an actuality in order to offer free software and of course, to get you hooked enough to upgrade to some pro edition, which is another fact of free. To be quite honest does it curtail acceptance and continued use of free software the answer is plainly no. This I am sure stems from human beings so frugal in their existence and so cost efficient. When there is no price to pay the mind no doubt, tricked into thinking or feeling, we are stealing something and we all like to think we are getting away with lawlessness from time to time. There is some relief in the madness of it all, there is great software free if you care to spin your wheels, throw chance to the wind, and live the wild side for a time. The key here to remember folks is that while free is attractive, caution when installing is the safeguard and the best defense to play. Most of the programs that install themselves along the installation process consumers remove with the mundane add/remove feature in Windows XP control panel. With a few other ones you can almost completely remove them with the newest and greatest Spyware-Adware removal software. There you have it another example of one topic that can always bring the crowd gathering and stuttering about and it all starts with a word that we all know and if I might tell a tale still one of the many wonders of the internet, Free of Charge. ______________________________________________________________ The Weekly Speak, Copyright © 2005-2007 BlindFalls Publishing Publications All rights reserved worldwide No part of this publication may be reproduced, Without express written permission from BlindFalls Publishing.