MikePadgett.com

Simply monstrous: web support at Monster

— Online recruitment site Monster could use a lesson in technical support when answering bug reports.”

Whilst working for a company obsessed with customer service, I once learned that 95% of customers won’t bother to report a problem, they’ll just go elsewhere.

That figure is probably higher still on the Internet, where anonymity and choice are key aspects of the customer experience.

Support personnel at the Belgian edition of online recruitment website Monster clearly have much to learn about customer service.

Since the last time I updated my profile, Monster has ajaxified, widgetised and fetishised many of its interfaces. Most of them work fine.

However, I wrote to Monster the other day about a problem in Firefox with the tabs in their My Profile page. When I click these tabs, I explained, the content below is supposed to change. Instead, the click event is not being captured by the appropriate script so that the browser is navigating away to an error page.

Here’s an abridged reply from Davide Palaia of Monster Global Customer Services:

Dear Mike Padgett …

First of all, I would like to thank you for putting this to our attention, I will contact the right department and investigate for you.

However I would suggest you to either clear cache and cookies of your FF or eventually, if you still notice some difficulties, download Internet Explorer … [My emphasis]

I rest my case.