Customer Service and Reliability

Abstract

Kirk and Fred discussing personal experiences in customer service and good and bad aspects of having an IPhone battery replaced.

Key Points

Join Kirk and Fred as they discuss dealing with customer service and smartphone reliability including a recent trip to the Apple store.

Topics include:

• Many times good customer service for product failures is the reason companies with less than stellar reliability still get repeated business.
• How providing the customer with a replacement unit (portable computer) is critical for devices that we depend on.
• How the ultimate question for reliability and customer use is when does the customer believe a failure is the manufacturers fault and when the customers believe they caused the failure from a stress event such as dropping a phone.

Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques, to field data analysis approaches.

SOR 305 Customer Service and ReliabilityKirk Gray

share

• Social:
• Link:
• Embed:

Download Audio RSS

Show Notes

Here is a link to a Dilbert comic strip about the BSB principle (BSB stands for “beautiful, slippery, and brittle) that is discussed in this podcast.

Here is a link to part of the Seth Godin’s blog on how customer service should be done.

Here is a link to funny or outrageous calls to a customer service agents that is mentioned in this podcast.

For more information about Kirk’s Consulting services, please see his Accelerated Reliability Solutions website please click here

To see or purchase Kirk’s new book co-authored with John Paschkewitz, “Next Generation HALT and HASS: Robust Design of Electronics and Systems” please click on this link.

We always appreciate your feedback and questions. Thanks for listening.