Yesterday I was throwing up my arms in frustration over getting nowhere with clueless and incompetent staffers. I did mention, however, there was one (and sadly only one) shining example of great customer service that I’ve encountered here in a long time. Good customer service is hard to come by so this is worth raving about.
I called the company’s hotline and was put through to Person #1, then Person #2, then Person #3 and I had to repeat my story 3 times. Sound familiar?
Turned out 3 was the magic number. Quite honestly, I wasn’t expecting much. The number of times I’ve been given the runaround, I’ve learned not to expect too much. But I was in for a surprise this time. For a start, Person #3 was asking the right questions and making sense. That’s got to be a good sign, right?
At first, he said it couldn’t be done. They’d never had anyone ask for this before. But I told him technically it can be done and that he should go ask Department X. Well, basically I explained to him how it would work. Oftentimes, I find it speeds up the process if I suggest possible solutions and get them to check it out rather than to wait for them to figure it out. It kinda reminds me of the days when my staff would come to me and say, okay, I’ve done this and that but it doesn’t work, and I tell them, but have you tried this, this and this, now go and don’t come back till you figure it out. Sometimes staff just need their butts kicked, gently, of course.
He said he wasn’t sure (it takes a great person to admit they don’t know) but he promised to look into my problem (and an even greater person to go look for answers instead of making up a whole load of bs which is quite the trend these days). He said he would call back. I half-believed him. I’ve been lied to too many times. I asked for his name in anticipation of having to track him down like I’ve done with all those people who promised to call back but never did.
My phone rang within an hour. That was quick. I had 3 missed calls. I was in a basement parking lot where the reception was poor. Point is when he couldn’t get me the first time, he kept trying. Most people give up after the first try as if they expect me to drop everything and sit there all day waiting for their call.
He had checked with Department X and it would take a couple of days for them to do what I suggested. Wow, I’m impressed! He promised to call me back and I believed him. He did call a few days later to get me to test the fix. He said he would give me some time to test it and he would call me back in the evening.
And he did! And the fix worked like a charm! And my problem was solved!
See, THIS is what I call customer service. He did everything right. I never met the guy but he’s one darned good customer service rep, the best I’ve seen in a long time. I believe in giving credit where credit is due. So I’m writing an email to his company to commend him on a job well done. How’s that for a happy ending?