Devoted to customer service and the principles of exceptional customer services

When you’re dealing with people’s money, you have to be extra careful with your customer service! Paypal, the big online payment company, has just made a $5.2 million settlement with consumers who had complained that their accounts were frozen without notice - among other issues. You can read a long list of buyer’s complaints here and seller’s complaints here.

According to this news report, Paypal is vowing to be more clear on the protections the company offers to buyers and sellers. The company also promises to prominently display contact numbers and won’t let customers wait more than five minutes to talk to a representative - if they are incurring toll charges.

I took a look at Paypal’s phone contact page and noticed that their customer service representatives are only available between 4:00 a.m PDT to 10:00 p.m. PDT every day. Now what happens to someone who needs emergency help during the times when their reps are not available?

Anyhow, this is just an example of what can happen if there is a lack of communication between a company and their customers. People are very touchy when it comes to money and the smallest discrepancy can send even the most patient person into a tirade! Been there, done that!