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Amex, Comcast, Walgreens Increase Focus on Customer Service

June 08, 2010

Customer service is getting more attention - and dollars - at companies.
At least that's the word from a recent report.
For example, the report says Walgreens is training its pharmacists to better help customers with chronic illness. The drug store reportedly is reaching out to such consumers in an attempt to get more of their pharmaceutical business. As part of that effort, the chain's pharmacists are offering diabetics appointments to help them manage their disease.

Other companies that are dedicating new resources to customer service reportedly include Comcast Corp., which is retraining its call center agents, and American Express Co., which is pushing for better agent interactions with customers.
Meanwhile, one the other end of the customer service spectrum, AT&T recently has been lambasted for responding to a customer complaint in the wrong way.
As ContactCenterSolutions's Brendan B. Read recently blogged, when an AT&T customer recently sent a complaint to the company's CEO, a customer response person at the company threatened that customer.
Giorgio Galante, a Buffalo, N.Y. resident that used AT&T's service to power his iPhone, emailed AT&T's CEO complaining about the telco's recently announced pricing plan changes. That email said he was unsatisfied with the service the company's "generally poorly informed" customer service reps offered.
AT&T's Executive Response Team reportedly responded to the email with a voicemail saying that if he continues to e-mail the CEO the company will send him a cease-and-desist letter.
After Galante wrote about his experience with AT&T on this matter, several news organizations picked up on the story. And many held up this situation as an example of how not to deal with customers.

Edited by Stefania Viscusi