Comments on: Time Warner Cable Reads My Blog! http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/ Spurring innovation and entrepreneurship. Wed, 17 Mar 2010 05:48:46 +0000 http://wordpress.org/?v=2.7 hourly 1 By: Valerie Dennis http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/#comment-345343 Valerie Dennis Sun, 23 Mar 2008 14:46:05 +0000 http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/#comment-345343 Concierge services are long over due for middle income working class people. Although I am a Sprint Premier customer I have not been assigned an account manager. I would love to have someone who is familiar with my account so when I call to change the plan or add a new line I don't have to go through the frustration of the outsourced group way over in who knows where and end up at a Sprint store anyhow trying to undo the mess the outsourced person made of my account. I don't call Sprint any more. It isn't work the trouble. I have tried several stores and end up driving out of my way to the same one each time I have to make a change to my account. Also, you can forget trying to do anything more than paying my account online. I did Tier 3 support for a medical software company for three years and as the customer base grew I was unable to mange the accounts well. When we hired account managers I noticed the customers took to them eagerly. They called them for everything which was not the intention but we finally managed to get the point across to the majority of them when to call their account manager and when to call customer support. Possibly it is time to put together a business plan and get something started. Thank you for the idea. Concierge services are long over due for middle income working class people. Although I am a Sprint Premier customer I have not been assigned an account manager. I would love to have someone who is familiar with my account so when I call to change the plan or add a new line I don’t have to go through the frustration of the outsourced group way over in who knows where and end up at a Sprint store anyhow trying to undo the mess the outsourced person made of my account. I don’t call Sprint any more. It isn’t work the trouble. I have tried several stores and end up driving out of my way to the same one each time I have to make a change to my account. Also, you can forget trying to do anything more than paying my account online.

I did Tier 3 support for a medical software company for three years and as the customer base grew I was unable to mange the accounts well. When we hired account managers I noticed the customers took to them eagerly. They called them for everything which was not the intention but we finally managed to get the point across to the majority of them when to call their account manager and when to call customer support.

Possibly it is time to put together a business plan and get something started. Thank you for the idea.

]]> By: goody (richard goodwin) http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/#comment-345266 goody (richard goodwin) Tue, 18 Mar 2008 13:20:38 +0000 http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/#comment-345266 I've often thought about the need for a "certified non-idiot" card/program, that gives you beyond tier 1 access to customer service/help lines. Pass some basic tests (all logic based, nothing too specific...we are after brainpower not memorization) and you get to start off with the "real" support team. So what do you think Alex, time to kick it off? :) BTW great to see you at yet another BarCamp Austin! I’ve often thought about the need for a “certified non-idiot” card/program, that gives you beyond tier 1 access to customer service/help lines. Pass some basic tests (all logic based, nothing too specific…we are after brainpower not memorization) and you get to start off with the “real” support team.

So what do you think Alex, time to kick it off? :)

BTW great to see you at yet another BarCamp Austin!

]]> By: Hippy http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/#comment-345199 Hippy Wed, 12 Mar 2008 22:00:09 +0000 http://www.texasstartupblog.com/2008/03/12/time-warner-cable-reads-my-blog/#comment-345199 RE: Business Idea You know you may be on on to something big here, but I think you're vastly underestimating the earnings potential here. For example, I know I heard from somewhere that a certain Wikipedia editor was able to charge $5000 just to alter a single entry. I'll bet that a customs agent "empowered to bend or break the rules" could make a fortune selling a customer service ‘easy pass’ ("like they have for skipping security lines at airports") to people who make frequent business trips to and from South America. The only downside I can see to your idea is that you probably have to be very careful in describing your situation when soliciting these types of services, and even more careful not to leave a paper trail when paying for them. After all, although not soliciting quite the same services discussed here look what happened to poor, misunderstood Gov. Spitzer. ;-) RE: Business Idea

You know you may be on on to something big here, but I think you’re vastly underestimating the earnings potential here. For example, I know I heard from somewhere that a certain Wikipedia editor was able to charge $5000 just to alter a single entry. I’ll bet that a customs agent “empowered to bend or break the rules” could make a fortune selling a customer service ‘easy pass’ (”like they have for skipping security lines at airports”) to people who make frequent business trips to and from South America.

The only downside I can see to your idea is that you probably have to be very careful in describing your situation when soliciting these types of services, and even more careful not to leave a paper trail when paying for them. After all, although not soliciting quite the same services discussed here look what happened to poor, misunderstood Gov. Spitzer.

;-)

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