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Topics: Communications Management, Education, Organizational Culture
PMI Customer Care email
Hello there,

I would like to pass a concern about customer care at pmi.com.
I have contacted in the last year to the email of pmi.com 4 times, and the person replying allways reply with a script writen and no human contact at all.

I have contacted in the last month about 2 issues with my e-learning program and I have received the same script and no help at all.

It is a bit frustrating that a person that should be reading emails and replying to customers that actually pay for services.

I think customers should be a big part of customercare email to reply and respond to customers concerns and problems.

the 4 times I have contacted customer service it has been horrific.

I would like to scalete the issue to somebody in PMI.org but I do not know who to address.

Thank you to you all.
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I had better experience. Someone actually responded, but it took a bit of time.
Sorry to hear. I have not had any such experience. I had used both the online chat option and phone call. Good luck!
I suggest that you contact the interim CEO Mr Joseph (Joe) Cahill at Joseph.Cahill@pmi.org
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1 reply by Mayte Mata-Sivera
Dec 31, 2018 1:25 PM
Mayte Mata-Sivera
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Really, directly with the CEO?

I think that there is no need of that, there are chat, phone numbers.. if Pau Xavier's issue is a question about his certification or audit process...he doesn't need to bother Joseph..
I as well did have a better experience. They do respond but it can take sometime before they do but fro Mehta I understand, you’re saying they never responded. You can try and contact Joseph Cahill as suggested by Ian.
Thank you all for your comments.

Lets turn this opportunity in a learning opportunity:

1.- what options will give to the customer to contact higher level of management?
- direct email? let costumers contact the same email but monitor the email? have a specific complain email? as manager, will you send emails to the customer care service to monitor the service?


2.- what actions will you use to rectify the error? - new training? - setup a quality baseline to reply customers? meet up ones a week to monitor customer care advisors and custumers' emails?

3.- how much do you value the customer reply? - even if the customer is angry? how will you manage the situation? I allways been taught that a customer angry is the best option to learn how your skills can improve to fix a bad situation, will you register in lessons learned if needed?

thank you all for your time
Contacting PMI and getting response which can be shared in this platform is huge.
I get the same thing. Usually, it's stuff you can find on their website somewhere and I am seeking clarification on it and the response you get doesn't really answer your question because it spits back what you already know.
The online chat option seems to work better than email.
Dec 22, 2018 4:30 PM
Replying to Iain Fraser
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I suggest that you contact the interim CEO Mr Joseph (Joe) Cahill at Joseph.Cahill@pmi.org
Really, directly with the CEO?

I think that there is no need of that, there are chat, phone numbers.. if Pau Xavier's issue is a question about his certification or audit process...he doesn't need to bother Joseph..
Pau Xavier, I'm sorry to heard that, it never happened to me. I will recommend you to call or use the chat.

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