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June 23, 2006 09:15 AM
Broken: Kinko's customer service
David Pogue had a bad experience at the photocopy-chain Kinko's. From Kinks at Kinko's:
I copied the Photoshop document from my laptop onto a flash drive and handed it to him. “It’s a Mac? We can’t print that,” he said. The woman in the back had been listening in. “Felix, if it’s a JPEG, it’ll print,” she told him. Bless you, dearie, I thought. With much eye-rolling and sighing, he approached the PC, turned his back to me and started working.
As he left, Pogue writes, "I couldn’t help but wonder what the guy’s problem was. In three different ways, he’d looked for reasons to *turn down* business."
I no longer use Kinko's because of similar experiences I've had in the past, and I know friends and coworkers who feel the same way. My question: if Kinko's employees consistently deliver such a bad customer experience - actively looking for ways to refuse customers - how does the company stay in business?
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