Ain’t no cure for the credit card blues

Posted by Marlinee on Feb 18, 2011 in Customer Service

When you call to get your credit card activated you probably have me to blame for the experience. This is because the consulting firm I was working for (which no longer exists) was hired by a major credit card company to revamp their call centre script to make it friendlier. The project landed in my [...]

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Virgin Mobile: A comedy of the absurd in one act

Posted by Marlinee on Jul 8, 2010 in Customer Service

Setting the scene: H has been a Virgin Mobile customer for eight months. A week ago, Virgin moved to a new billing system. H was horrified when he opened his recent bill to see the total charges were $826. H called customer service, and was told it was a screw up when they moved to [...]

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