• Home
  • About Us
    • Meet Our Team
    • Vision, Mission and Core Values
    • Trusted Partners
    • Giving Back
    • In the News
    • Awards
    • Careers
  • For Patients
    • Study Opportunities
    • Clinical Trial Opportunities
    • Sign Up to Participate
    • Types of Research
    • Find Us in the Community
    • Frequently Asked Questions
    • Testimonials
    • How We Use Your Information
    • Newsletters
  • For Researchers
    • Patient/Caregiver Panels
    • Pricing
    • Proposal Requests
    • Frequently Asked Questions
    • Industry Conferences
    • Diseases
      • Hemophilia
      • Multiple Sclerosis
      • Breast Cancer
      • Diabetes
      • Multiple Myeloma
      • Epilepsy
      • Non-Small Cell Lung Cancer
      • HIV
  • Referral Program
  • Blog
    • Patient Blog
    • Business Blog
  • Sign In
  • Case Studies
    • The Long and Winding Road to Care
    • Health Literacy Initiative’s PSA
    • Patient Perspectives on Clinical Trial Participation
    • Patient Journeys and Insights for Oncology and Rare Diseases
    • Market Access: A Patient Perspective
    • The Impact of Rare Diseases on Patients and Caregivers
    • The Role of Patient Advocacy Groups
    • Zebras Do Exist: The Diagnostic Odyssey of Rare Disease Patients
    • Patient Insights on Telehealth: A Case Study
    • Hearing is Believing: Reducing Barriers to Amplify the Patient Voice

Rare Patient Voice

Helping Patients with Rare Diseases Voice Their Opinions

  • Home
  • About Us
    • Meet Our Team
    • Vision, Mission and Core Values
    • Trusted Partners
    • Giving Back
    • In the News
    • Awards
    • Careers
  • For Patients
    • Study Opportunities
    • Clinical Trial Opportunities
    • Sign Up to Participate
    • Types of Research
    • Find Us in the Community
    • Frequently Asked Questions
    • Testimonials
    • How We Use Your Information
    • Newsletters
  • For Researchers
    • Patient/Caregiver Panels
    • Pricing
    • Proposal Requests
    • Frequently Asked Questions
    • Industry Conferences
    • Diseases
      • Hemophilia
      • Multiple Sclerosis
      • Breast Cancer
      • Diabetes
      • Multiple Myeloma
      • Epilepsy
      • Non-Small Cell Lung Cancer
      • HIV
  • Referral Program
  • Blog
    • Patient Blog
    • Business Blog
  • Sign In
  • Case Studies
    • The Long and Winding Road to Care
    • Health Literacy Initiative’s PSA
    • Patient Perspectives on Clinical Trial Participation
    • Patient Journeys and Insights for Oncology and Rare Diseases
    • Market Access: A Patient Perspective
    • The Impact of Rare Diseases on Patients and Caregivers
    • The Role of Patient Advocacy Groups
    • Zebras Do Exist: The Diagnostic Odyssey of Rare Disease Patients
    • Patient Insights on Telehealth: A Case Study
    • Hearing is Believing: Reducing Barriers to Amplify the Patient Voice

Helping patients and caregivers share their voices

Some companies have customer service backwards

September 13, 2020 Wes Michael

I have a story about customer service that happened this week. I’m reading Edmund Morris’s book about Thomas Edison, which he tells from the end and works back to the beginning. I’m not sure why. But I’m going to use the same approach.

To begin at the end, the good news is the story ends happily. I got a customer service rep from QuickBooks on the phone. They were able to help me re-connect our RPV bank account. The trick was, I had to log onto to the web-version, not the app version, and then go through the connection process. That simple solution wasn’t mentioned in any of the FAQs. Seems like they might want to mention that! The customer service rep ended the call by telling me, “Please call us anytime. That’s what we’re here for.”

Before that, when I first called Customer Service, I got a recording that instructed me to hang up and go back to the webpage with the FAQs! No way I was going to do that, but clearly they were doing everything possible to prevent me from calling a live person.

Working backwards, I was on the QuickBooks help page, looking for help. Why wouldn’t it connect with my bank account? There were FAQs, but none addressed my problem. I found a chat function, but got into an eternal loop, they couldn’t answer my question. They provided an option to ask for a human, but every time I clicked on that, it sent me back to the FAQ page! Finally, I went to Google and found a QuickBooks customer service number. It was nowhere on the QB site.

Before that, I followed the steps to connect the bank account with QuickBooks. It gave me an error message, but I received an email saying that it had connected. So, I wasn’t sure if it worked or not. I assumed it did, until the old connection expired and it didn’t work at all.

So, looking at the whole experience, it is amusing that QB did everything possible to prevent me from contacting their customer service rep, but the rep was happy for me to call. Little did she know they were hiding her.

The funny thing is, I am happy with QuickBooks. We’ve used it for 6 years. But clearly they have some room for improvement in the Customer Service department. Not with the personnel, but with the systems that could answer my questions and in letting me find that person!

Filed Under: Business

Latest Blog Posts

  • Weekly Warrior: Meet Iris Ann
  • Weekly Warrior: Meet Harper
  • Weekly Warrior: Meet Eric
  • Meet Our Team: Chris Cooper, Senior Project Manager
  • Weekly Warriors: Meet Morgan and Maddison

Check Out Our YouTube Channel!

https://youtu.be/cfjkqh5Ykp0

Read Our Newsletter

Read our Newsletter
What’s New at Rare Patient Voice?

Rare Patient Voice

711 Hampton Lane
Towson, Maryland 21286
ContactUs@RarePatientVoice.com
(443) 986-1949


Visit our international site, rarepatientvoice.global


Careers


For Patients

  • Learn about us
  • Vision, Mission and Core Values
  • Sign up to participate
  • Find us in the community
  • Read our blog for patients
  • Privacy Policy

For Related Groups

  • What is the Rare Patient Voice referral program?
  • Are you a researcher?
  • Read our blog for businesses

   Instagram TikTok

     
     

Rare Patient Voice, LLC, Market Research, Towson, MD

Rare Patient Voice, LLC, Market Research, Towson, MD

©2023. Rare Patient Voice. All Rights
Reserved. Privacy Policy | Sitemap

©2023 . All Rights Reserved.

Copyright © 2023 · Genesis Framework · WordPress · Log in

Search Our Website

We use cookies to ensure the best experience with Rare Patient Voice. By clicking “Accept”, you agree to our privacy policy.
Privacy Policy   |    Cookies    |    Accept
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT