I posted recently about the productivity morass our general approach to customer service has created. I still think this is true.
However, I want to wave the flag for the folks at Premiere Global, who did respond effectively.
First, after I called and/or e-mailed to find out what was up with the account numbers, I got a call back from my account guy, who explained the situation, and promised to send me stuff. (I won't bore you with the details, but I was satisfied with the explanation).
Earlier this week, I had a call booked with a client. 15 minutes before, I went to set up the web meeting portion, and panicked because I couldn't get it working. The services I used to know how to use had been moved around, they had different names, etc. Very frustrating, and the clock was ticking. I called their customer support line, and the person there had me up and running right away. I got through the call, no problem.
Meanwhile, back in PR land, someone twigged that a blogger was posting things about them. [That would be me]. So while I was off-site at a client's ideation sessions yesterday and today, I got at least two calls from people who want to talk to me and sort things out. This is good. I like it. And I will call them back the second I get a break in my schedule, sometime next week.
This is the first time I can recall getting phone calls in response to a blog post, so give yourselves a pat on the back Premiere people. This is a good thing to do, even if it doesn't feel like much fun at all.