urn:uuid:7d5bf69f-aa1a-0fb0-da98-a7e747d50ac4 http://gethuman.com/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:4e907bff-77e1-c3c6-5b77-2ddc98302326 2010-03-20T06:06:50+00:00

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urn:uuid:bc2012d1-ad19-d403-ee60-6a51d1319d7b 2010-03-17T15:09:49+00:00

Internal Revenue Service annual report came out claiming that Internal Revenue Service employees answered only 53% of phone calls from customer seeking tax help. That number was down from 87% in the previous year. The Internal Revenue Service has assigned an internal task force to determine why call wait times have increased, as well as why the number of calls going un-answered has increased, and has proposed changes to Congress to the customer service the line...the only problem, nothing has been done to fix the situation. Among the recomendations was increasing funding for the toll-free hot line (with cheats available here at GetHuman.com) and treating customers facing financial difficulty with more leniency. While these changes seemingly will help decrease wait times and increase customer satisfaction, don't expect any changes for this coming tax season. Read that, expect to wait on the line, or even worse, have your call go un-answered.

For more about the proposed changes at Internal Revenue Service, Follow this link. ]]>

urn:uuid:326450eb-db4e-458b-9280-694a3d3add0e 2010-03-15T16:39:34+00:00

Vodafone today announced that is laying off an additional 375 employees as part of a greater cost cutting plan. In response to a decrease in global demand for it's products, Vodafone is making the move in an effort to save GBP 1 billion. While the move should come as no surprise as many companies are making similar moves to endure these harsh economic times, Vodafone also announced it is adding 170 customer service jobs. Vodafone has endured some tough times recently, but we here at GetHuman.com have to applaud when companies recognize the importance of customer service and the value that is associated with keeping customers happy. While we never like to hear of employees losing their jobs, it is always refreshing to see large companies realizing what really drives revenue during tough times, the customer.

Follow this link for more about Vodafone and their announcement this morning. ]]>

urn:uuid:c25ba383-4fae-28d8-9d7d-f7d9a77c689d 2010-03-11T21:04:23+00:00

GetHuman.com realize that certain companies can easily become the perverbial whipping boys of the customer service world, and when possible, we like to give credit when credit is due. While it's easy to pick on companies like AT&T for all of the problems it has with dropped calls for iphone users, we also like to acknowledge when companies go above and beyond the call of duty. In steps this charming little story we came across today on "The Early Show."

Apparently an AT&T representative saved a customer's life last month. No joke. The AT&T customer was shoveling snow, for his mother no less, when he started experiencing chest pains. Instead of calling 911, he called AT&T to talk about his bill! While on the phone, after describing his symptoms to the agent, the man collapsed. The astute customer service representative called 911 and the man's life was saved. We wish we were making this up. We still haven't figured out if this is a great story about unbeleivable customer service, or a warning that if you are experiencing chest pains or feeling light headed, to call a doctor. No word yet if the man's call was from an iphone or if the call was dropped...sorry, we just couldn't help ourselves.

For more about this incredible story, and for a video clip of the reunion on the show, Click Here ]]>

urn:uuid:75d9cc4c-6e79-ff43-ffc3-28696194a32d 2010-03-09T16:20:23+00:00

Toyota ads that have appeared on tv in the past few weeks? In an effort to re-fortify it's brand, Toyota has recently launched a series of ads that focus on the company's solid history and reputation. Normal business for any company, except for one thing, there are still 8 MILLION cars that have been recalled because of acceleration issues. That's not something that can just be swept under the carpet. There's no denying Toyota has been the leading car manufacturer in terms of quality in recent years, but with news reports still coming in about Prius and Hylander models that are still dealing with acceleration issues, it seems a little early for the company to assume the general public will just forget about the recent problems. While it's great Toyota is acknowledging the recall and it's recent problems, during tough economic times when consumers are managing their expenses more carefully, it seems a little presumptuous to start playing the "look at our quality past history" card, this close to the recall that has taken 8 million cars off of the road and caused serious harm, and even death to come consumers. Get Human readers, has anyone dealt with recall issues from Toyota?

For more about the recall and the company's change in strategy Click Here ]]>

urn:uuid:1e8ed639-4db6-1fc1-4010-3ca810ac4739 2010-03-08T19:55:29+00:00

American Airlines has expanded an experimental program that it launched at Boston's Logan Airport, in July. American Airlines has taken customer service representatives out from behind the check-in desks, and has placed them throughout the terminal and armed them with mobile devices that allow them to check customers into their flights, further decreasing wait times. The customer service representatives can hand out flight information, provide information on stand-by lists, check customers bags, and handle carry-on bags that are too large for the overhead bins. American Airlines is hoping that providing better customer service will bring return customers, further driving revenue growth...what a remarkable concept! So far, along with Logan, American Airlines has added Dallas Fort/Worth, Miami, San Juan and New York's JFK, but the company is further examining the success of the program and is considering adding other airports later in the year.

For more about the program and other airline news Click Here.]]>