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Here’s to Microsoft

Here’s to Microsoft

I use Microsoft Office and have for a long time. I think it costs me about $99 a year for my subscription. I use Mac products and, as you might expect, receive and send a great deal of email daily.

Three days ago my Outlook mail was corrupted on both my desk top and lap top computers. I resorted to an awkward back up on Mac called Mail, which isn’t nearly as fast or comfortable.

With dread, I went to the Microsoft help page and put in my credentials. I was immediately told I was second in line, and after a minute’s wait a technician was guiding me through corrections in a chat box. That took 45 minutes, but had my system up and working. However, it wasn’t perfect, and I still had issues (no memory of past addresses, erratic incoming mail, etc.) I went back yesterday, and  had a 90-second wait, and then another guy on chat said he’d call me in 60 seconds. He did, and walked me through a complete reinstall on the phone and a perfect result.

Stuff happens, especially with technology. Yet it’s never “what happens” but, rather, what we do about it. I have a category on this blog called Dumb Ass Stupid Management (DASM). I’m happy to depart from that, which is full of examples, and give Microsoft their due for a great approach to customer help. It’s a shame they can’t take over the cable company….

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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