57 - What Ever Happened to Customer Service?

February 22, 2024

57 – What Ever Happened to Customer Service?

Host: Herb Weisbaum /

Guest(s): Jon Picoult - Founder of Watermark Consulting and author of "From Impressed to Obsessed"; Forrest Morgeson - Associate Professor of Marketing at Michigan State University, Director of Research Emeritus at the American Customer Satisfaction Index

Are you frustrated with the way companies treat you? If so, you’re not alone: Surveys find that many consumers are fed up with long waits on the phone, customer service agents who can’t solve their problems, unintelligible billing statements, poorly designed websites, and inexperienced or indifferent sales staff.

In this episode: Why do so many companies see customer service as a costly problem, rather than a way to retain their customers? Why is it so difficult, if not impossible, to resolve issues via phone? Is there anything you can do to get your problems solved after the sale?

Support our podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

finance, money, technology

Related Episodes

December 12, 2024

76 – Fake Reviews Are Everywhere

Host: Herb Weisbaum /

Guest(s): Jason Brown – founder of ReviewFraud.org; Michael Ostheimer – Federal Trade Commission; Teresa Muray, Consumer Watchdog at U.S. PIRG Education Fund

Great reviews are good for business, so some dishonest companies post fake reviews to boost their ratings. It’s a growing problem. This flood of deceptive reviews makes it challenging to get objective information about the products or services you plan to buy.

In this episode: The ways companies can game the system, a new FTC rule designed to clean-up the marketplace, and ways you can spot potentially bogus reviews and testimonials.

More Info from U.S. PIRG:

⁠How to recognize fake online reviews of products and services⁠

Additional Resources from Checkbook:

⁠Shop Safely Online This Holiday Season (and All Year Long)⁠

⁠Shop Like a Pro This Holiday Season: Score the Best Prices with Less Stress⁠

⁠Don’t Overspend This Holiday Shopping Season⁠

Not a Checkbook member? ⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠.

Support our podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

technology

November 27, 2024

75 – Checkbook’s College of Consumer Knowledge #1

Host: Herb Weisbaum /

Guest(s): Dave Ross & Colleen O’Brien, morning anchor team at Seattle’s KIRO Newsradio

We’ve come up with a fun way to celebrate our 75th episode: An old-fashioned radio quiz show, featuring the morning anchors at KIRO Newsradio in Seattle. Dave Ross and Colleen O’Brien are old friends, who have Herb as a regular guest each week, so we had a lot of fun doing this.

Play along with Dave and Colleen as they try to come up with the right answers. ⁠You might also want to play the online version of Checkbook’s College of Knowledge⁠.

Not a Checkbook member? ⁠⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠⁠.

Support our podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

college of knowledge, finance

November 14, 2024

74 – Passkeys Provide Better Security Than Passwords

Host: Herb Weisbaum /

Guest(s): Alex Weinert - Vice President for Identity Security at Microsoft

No one really likes passwords. Even the best ones are no match for today’s international crime rings. So, the push is on, led by Microsoft, Apple, and Google, to get you to switch from passwords to passkeys.

In this episode: What passkeys are and how they work, why they are better than passwords, and how you can switch to them on your online accounts.

Additional Resources & Consumerpedia Episodes:

⁠Why It’s Time to Ditch Passwords and Switch to Passkeys⁠

#5: CyberCrime: a Former Cyber Crook Explains How to protect Yourself

#11: Stop, Thief! How to Protect Yourself from Identity Theft

#48: How Will Scammers Use AI?

Not a Checkbook member? ⁠Sign up for a free 30-day trial to access all of our unbiased ratings⁠.

Support our podcast: https://podcasters.spotify.com/pod/show/consumerpedia/support

technology

October 31, 2024

73 – Checkbook’s Holiday Shopping Tips 2024

Host: Herb Weisbaum /

Guest(s): Jamie Lettis - Checkbook's Associate Editor; Edgar Dworsky - Publisher, Consumerworld.org; Amy Nofziger - AARP Fraud Watch Network, Bruce McClary - National Foundation for Credit Counseling

The hectic holiday shopping season is underway, and for many, that will put a strain on the family budget. Checkbook wants to make this stressful time a little easier.

Our annual holiday helper is packed with timely advice: Super shoppers share tips about how they find the best prices and avoid fake sales. Plus, how to avoid gift card scams, stop porch pirates, and spot bogus online shipping notices. Also, the pros and cons of buy now, pay later loans.

Additional Consumerpedia Episodes & Resources: