Remember a couple of weeks ago, when CBC’s Derek Stoffel did that bit on customer service for big corporations?
The “How May I Help You?” survey generated quite a buzz, with companies like Sears getting good ratings, while telcos and financial sites like President’s Choice Financial Mastercard dragged behind.
The full results are available online. Anyhow, you (like me) may not have noticed that, although it didn’t make the headlines, CBC tested itself too.
How did we do for customer service? So-so, tied for 15 out of the 40 companies tested.
That puts us behind the Globe and Mail (#9), but ahead of the National Post (#28), the other two media outlets tested.
When evaluating CBC’s customer service, the tester called in to try to speak with Rex Murphy, then leave a comment about one of his shows. The tester was initially told to call back during business hours; on the second call they were transfered to the Talkback line.
The full log/evaluation of the CBC call can be found here (.pdf).
The feature generated a mountain of comments online (381 at last count) from people sharing their stories on various encounters with customer service.
Tod has posted some choice CBC audience relations comments in the past and even caught some flak for it.
So, a question for the non-employees reading this: what has your experience been with customer service at the CBC?
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As a journalist I can’t stand websites and companies that don’t make it easy to find a contact number. Back when people used phone books, CBC didn’t always list the right numbers to contact our newsrooms and audience relations people. Even today I think it would be hit and miss trying to locate phone number for actual shows such as The Hour or even radio programs.
Well, I’m still waiting for a response as to why Inside the CBC likes to call police officers and mounties ‘pigs.’
You already had one.