The extremes of technology customer service: how common sense and empathy create unmatched loyalty

The extremes of technology customer service how common sense and empathy create unmatched loyalty

Allow me to explain how two discussions started off in very similar ways, and ended… shall we say, differently. This is me, attempting to muster any sort of pleasantness in my voice at some ungodly hour of the morning on a Google Voice connection from Dubai back to the US:

“Hey! I’m having to cut a trip short due to an emergency back home. I actually purchased a trip protection plan when I checked out online — would it be possible to provide a refund for this flight now that I need to cancel it?”

From here, I was told that this was too vague. That I would need medical proof of an injury or illness, and that if it were a pre-existing condition — something like reoccurring cancer — that simply wouldn’t do. Oh, and if it’s a home emergency, you’ll need proof from your home insurance company that your abode is “uninhabitable.”

“So… I’m basically hosed here? This trip protection plan doesn’t really protect very much, does it?”

“… Do you want to file the claim?”

“No. That’s okay. Thanks for your time.”

It doesn’t have to be this way.

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The extremes of technology customer service: how common sense and empathy create unmatched loyalty originally appeared on Engadget on Mon, 24 Sep 2012 12:20:00 EDT. Please see our terms for use of feeds.

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Japanese Gulag For Social Media Activist Michael Q.Todd Spotlights Deportation Practices

Japanese Gulag For Social Media Activist Michael Q.Todd Spotlights Deportation PracticesHis bio
reads, "I aim to connect and promote great people who will make a
difference by collaborating than individually. . . and my goals are
eradication of poverty and a sustainable economy by 2015." One of his
fervent passions and ongoing initiatives is to help save the Taiji
dolphins from captivity and slaughter. Doesn’t sound like a candidate
for Japan’s harsh immigration-and-detention system, does it? Yet Michael
Q. Todd found himself taken into custody in the Shingu Jail on
September 16h for a lapsed visa. 


Suitcase Laptop Support Gives You a Standing Desk Wherever You Travel [Laptops]

The next time you’ve got time to kill at the airport—whether at the hands of inclement weather or a never ending security line—you can still stay productive with this laptop stand that turns your suitcase into a miniature office. More »

American Airlines to hand out Galaxy Note ‘tablets’ to 17,000 flight attendants (video)

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Things aren’t all Champagne and caviar over at American Airlines, not that you’d know it from the company’s latest press release. The Dallas-based air carrier just shared a plan to outfit all of its flight attendants with Samsung Galaxy Notes beginning later this year. The rollout will continue through the middle of 2013, at which point each of the airline’s 17,000 cabin crew members will have their very own “tablet,” which they’ll use to manage flight manifests, track premium passenger meal preferences and monitor weather and gate information in real-time, on WiFi-equipped flights. Eventually, the handsets will also include the flight attendant manual, along with additional features, such as processing for in-flight meal and drink purchases (pending FAA approval).

Though the Galaxy Note II will likely be available by the time the program begins, the press release references a 5.3-inch display, which would imply the previous-gen handset. Sadly, this Note of excitement comes alongside news that some 11,000 American mechanics and ground workers could get a pink slip come November — as frequent air travelers ourselves, we’re genuinely sorry to hear that, and we don’t want any gadget to overshadow the airline’s ongoing troubles and the unfortunate fate of hardworking employees. You can catch that angle at the coverage link below, then read all about the Note program just after the break.

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American Airlines to hand out Galaxy Note ‘tablets’ to 17,000 flight attendants (video) originally appeared on Engadget on Wed, 19 Sep 2012 12:40:00 EDT. Please see our terms for use of feeds.

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Star Trek Warp Drive is Plausible!

This is the most awesome bit of science news I’ve heard in a long time. Scientists have determined that a warp drive similar to what the Enterprise used to get around the universe is actually more plausible than previously thought. Back in 1994, a Mexican physicist named Miguel Alcubierre proposed a spacecraft that had a ring around a football-shaped craft.

warp drive

The idea was that the ring, constructed from exotic matter, would warp space-time around ship creating contracted space in front and expanded space behind, pushing the craft at faster-than-light speeds without breaking the cosmic speed limit, about ten times the speed of light. The problem was that further research concluded that the spacecraft would need a minimum amount of energy equal to the mass-energy of Jupiter.

Further investigation by scientist Harold White from the NASA Johnson Space Center has determined that the needed amount of energy is actually much less than previously believed – with a few tweaks to the design of the ship. Rather than using a flat ring, White proposed a ring shaped like a rounded doughnut and determined that using that shape the warp drive could be powered by a mass about the size of the spacecraft like the Voyager 1 probe. White also said that by oscillating the intensity of the space warps the energy could be reduced even more. As a result of White’s recent findings, further research will be conducted on the possibility of warp travel.

[via Space.com]


Sensory Maps Show Locations Along with Their Sights, Smells, and Sounds

Traditionally, maps were made to help people find their way around a city that they might be visiting for the first time. However, Kate McLean took the basic concept of the map and spun it around to come up with an all-new series that have made the jump from being reference materials to art: the Sensory Maps.

sensory map newportInstead of telling you where certain streets or landmarks are located, Kate’s sensory maps will instead let you know what it would feel like if you were actually there. How? By letting you smell its scents, taste the surrounding atmosphere, feel whatever might be there, and hear the sounds in that location.

Of course, it would be impossible to let you experience all these senses through a map – but that’s what your imagination is for, right?

sensor map smells

To construct some of the maps, Kate invited people to go to her studio and smell bottles with scents in them. She then had them recall what that scent remind them of and write down the place or feeling that they associated with the smell.

That’s a lot of work, considering that this is just for one of the senses that Kate’s trying to capture in her work.

[via Pop Up City]


iPhoneTrip SIM rental review: the best way to keep your smartphone connected while abroad

iPhoneTrip SIM rental review the best way to keep your smartphone connected while abroad

In the seemingly unending quest to remain connected while traveling abroad, we recently decided to try yet another option when departing the US for a lengthy amount of time: iPhoneTrip. In a way, it sounds like the perfect solution. A single rental SIM, mailed to your address anywhere in the world, that you don’t even have to return when you’re done. There are claims of supporting “200+ countries,” and if you don’t have a smartphone or mobile hotspot at the ready, the company will rent you one of those, too. Of course, we’ve long since learned to take grandiose claims with an adequate amount of salt. Care to see how iPhoneTrip’s rental SIM service stacks up against similar alternatives from Tep Wireless and XCom Global? Read on.

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iPhoneTrip SIM rental review: the best way to keep your smartphone connected while abroad originally appeared on Engadget on Tue, 18 Sep 2012 11:31:00 EDT. Please see our terms for use of feeds.

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Dreams, curiosity and a passion for what’s next: picking the brain of Innovation Lab’s Mads Thimmer

Dreams, curiosity and a passion for what's next picking the brain of Innovation Lab's Mads Thimmer

Innovation. According to one Mads Thimmer, it’s a word that held a great deal of mystery some 10-plus years ago, but today, “it’s thrown around as a cliché.” When you really get down to it, though, the art of innovating is a hugely delicate and complex one, fraught with frustration and a curious passion for never settling on the here and now. In covering the world of consumer technology, I’ve come to form my own understanding of what innovation is, what it isn’t and how companies are embracing (or outright shunning) the idea. After an evening with the cofounder of Innovation Lab, however, I was rightfully ready to toss my own preconceived notions aside.

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Dreams, curiosity and a passion for what’s next: picking the brain of Innovation Lab’s Mads Thimmer originally appeared on Engadget on Mon, 17 Sep 2012 12:23:00 EDT. Please see our terms for use of feeds.

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Handy Portable Bidet Helps You Stay Fresh While On The Go

Handy Portable Bidet Helps You Stay Fresh While On The GoThe Handy Portable Bidet De Toilette model DL-P200 from Panasonic Japan cuts personal hygiene for women and infants down to size. Available in six fashionable colors (three of them pink), the DL-P200 is like a tiny high-tech Japanese toilet you can hold in your hand or hide in your purse.


Uros’ Goodspeed hotspot packs 10 SIM cards, says roaming is for chumps (update: fee differences)

Uros' Goodspeed hotspot packs 10 SIM cards, says roaming is for chumps update fee differences

Snagging international data service usually involves either special agreements or steep roaming costs. Not Uros and its new Goodspeed hotspot. The pocketable, 21Mbps HSPA+ router carries a staggering 10 SIM cards and simply uses a local SIM for whichever destination country you visit. The brute force strategy helps Uros offer a relatively low flat rate for 1GB of data per day, no matter where you are on the coverage map: while the Goodspeed itself costs 273 ($352), Uros asks just €5.90 ($8) a day for occasional visits and €9.90 ($13) a month for frequent fliers. It’s a very sizable bargain for the jetset, even with a current scope limited to Finland, Germany, Italy, Switzerland and the UK. A number of “important” countries are due before Christmas, which could make Uros’ hotspot a go-to choice for those who just can’t stay settled in one place.

[Thanks, Antti]

Update: Uros has gotten in touch with us to clarify the pricing beyond what we’ve seen so far. The €9.90 fee covers account details and doesn’t “yet” reflect data — you’ll still need to pay €5.90 per day . There’s also a chance the rate could go up in future countries, although all the existing countries abide by that rate.

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Uros’ Goodspeed hotspot packs 10 SIM cards, says roaming is for chumps (update: fee differences) originally appeared on Engadget on Sat, 15 Sep 2012 03:05:00 EDT. Please see our terms for use of feeds.

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