Watch episode one of Zendesk’s Holiday Special Merry Holidays, Please Hold, a comedy series about bad customer service, playing throughout December. Also, sign up for new episode notifications by email and enter to win an Xbox 360 with Kinect!
Matt Nelson of Matt Nelson International Social E-Consulting Enterprise Leverage Solutions gives a rousing Fred Talk on his company’s innovations in the field of customer service: hold music, telephone trees, the phrase “Your call is important to us.” In this rousing speech, he explains, among other things, the brilliance of the fax machine (it calms customers with its conveniently long wait times), his stroke of genius in creating an apology that never admits blame, and of course, the hypnotic power of hold music.
About Merry Holidays, Please Hold
Matt Nelson, head of Matt Nelson International Social E-Consulting Enterprise Leverage Solutions, has been helping businesses develop their customer service strategies for years. As a result, he singlehandedly invented bad customer service. Hold music, byzantine phone trees, rude coffee shop workers, and the fax machine as a customer support tool are all inventions sprung from Nelsons cold, dead heart.
But this holiday season, the tables will finally turn on our anti-hero, as hes shown the true meaning of customer service both the good and the bad. In this 10-episode comedy web series, Nelson takes a Christmas Carol-like journey through the customer service wasteland he has created; a place where doughnut vendors require voluminous contracts before they sell their goods and restaurant servers become possessed by automated voice-prompt menus. Will he survive? Will he see the errors of his way? Will he stop using fax machines? Tune in and find out.