About twenty minutes ago, I encountered something truly rare: decent customer service from an ISP in Atlantic Canada. I had called Seaside Highspeed Internet, a company that provides wireless high-speed internet in several parts of Nova Scotia – and after only two levels of voice menus, I got the standard “all of our representatives are currently busy” recording.
But then came the shocking part: there was actually an option to leave a message with a call-back number. After a decade of dealing with Rogers and Aliant customer support, this was incredibly surprising.
Seaside Highspeed is clearly new to the ISP game, given all of these rookie mistakes. As an ISP, you’re supposed to make your customers wait on hold for 45 minutes while eroding their sanity with elevator muzak – and that’s after they’ve waded through a dozen levels of voice menus. Oh, and if you want to be a truly world-class ISP, don’t let customers simply key in their choices – no, give them the convenience of repeatedly yelling “ENGLISH!!!!” into their phone. Oh, and employing customer service staff on the same the same continent?!?!? That’s lunacy!!! Now how am I supposed to keep in touch with “Mike” from Bangalore?
Seaside will obviously need to resolve these glaring issues if they hope to provide the level of service that Atlantic Canadians expect from telcos and internet providers.
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