Comments on: Low Prices, But at the Cost of Customer Service http://ckwebb.com/publishing/low-prices-but-at-the-cost-of-customer-service/ Fri, 10 Feb 2012 22:41:05 -0500 http://wordpress.org/?v=2.8.6 hourly 1 By: Chris http://ckwebb.com/publishing/low-prices-but-at-the-cost-of-customer-service/comment-page-1/#comment-3827 Chris Wed, 11 Jun 2008 12:28:33 +0000 http://ckwebb.com/?p=292#comment-3827 Hi Mark, My point was that customer service is just one consideration for the true cost of a book. But you raise a great point as well. You are right that tech is a bit different - we get programming and technical questions all the time. But, we also service many other categories including travel, business, pets, cooking and others. I think I will ask the head of our customer service department for some examples, and share those stories with you in another post. Thanks for being part of the conversation. Hi Mark,

My point was that customer service is just one consideration for the true cost of a book.

But you raise a great point as well. You are right that tech is a bit different – we get programming and technical questions all the time. But, we also service many other categories including travel, business, pets, cooking and others.

I think I will ask the head of our customer service department for some examples, and share those stories with you in another post.

Thanks for being part of the conversation.

]]> By: Mark http://ckwebb.com/publishing/low-prices-but-at-the-cost-of-customer-service/comment-page-1/#comment-3808 Mark Tue, 10 Jun 2008 21:12:56 +0000 http://ckwebb.com/?p=292#comment-3808 Hi Chris -- I see publishers offering lots of value, but I wonder if -- from a reader's perspective -- customer service is really their strength. Who is better at answering reader questions about a book -- the author or customer service person at the warehouse? Can you provide some examples of how this works at Wiley -- misspellings/misprints aside? As a reader I am trying imagine when I would ever need to phone a publisher. I can't think of any scenarios. May be it is different with tech? cheers Hi Chris — I see publishers offering lots of value, but I wonder if — from a reader’s perspective — customer service is really their strength. Who is better at answering reader questions about a book — the author or customer service person at the warehouse? Can you provide some examples of how this works at Wiley — misspellings/misprints aside?

As a reader I am trying imagine when I would ever need to phone a publisher. I can’t think of any scenarios. May be it is different with tech?

cheers

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