Shopper Marketing and Customer Experience Management

we believe it takes an inspiring story to make people buy

is it working now

confused-face

Tech support: “Good morning, thank you for calling [tech support]. How may I help you today?”

Customer: “Yes, the mouse that came with my computer is defective; it is not working right.”

Tech support: “I am sorry to hear that; how exactly is the mouse defective?”

Customer: “When I move the mouse right, the pointer goes left. When I move the mouse left, the pointer goes right.”

Tech suppor: “Okay, when you look down at the mouse, there is one cable sticking out of the mouse, right?”

Customer: “Yes.”

Tech support: “Is that cable facing toward you or away from you?”

Customer: “The cable in the mouse is facing toward me.”

Tech support: “Let’s try this; please turn the mouse around so that the cable is facing away from you.”

Customer: “It’s working now!”

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This entry was posted on April 12, 2013 by in customer stories, insights and tagged .

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