The CRM Handbook: A Business Guide to Customer Relationship Management

Chapter ThreeCRM and Customer Service

Scenario

Last May you subscribed to an online consumer product evaluation service so you could evaluate different brands of dishwashers. The monthly subscription cost was automatically billed to your credit card.

Trouble is, it’s now November and you haven’t used the service since, though the $3.95 fee shows up on your monthly credit card bills. Because you have no plans to evaluate other products, you decide to cancel the subscription. You log on to the site and navigate to the Customer Support screen, which requests your username and password.

You haven’t used the service lately, so you don’t remember your password and you’re not sure whether the username is even right. You try a couple of variations ...