The best in a long time

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.

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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?

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8 Comments

  • misssrobin

    That’s a fabulous customer service story! But, truthfully, you put in more effort than I’m usually willing to do as a customer, so great job to you, too!

    I hope it continues to work wonderfully for you.

    Happy Sharefest!

  • Michelle @ The MaMade Diaries

    It’s great that you’re e-mailing his company. I have done a lot of phone center jobs and most people only talk to the supervisors to make complaints. One place I use to work at we use to make a huge deal about positive supervisor calls. We’d e-mail them to the whole office, even higher ups, and print the e-mail out and put them on a bulletin board so that everyone could read it and stuff. You’d be surprised how much something like that can really make someones day!

    I’m so glad you were able to work with someone that could solve your problem and did everything they said they would! I know some times that can definitely be hard to find in customer service haha.

  • Brittnei

    I honestly agree with you 110% Great customer service is hard to come by. I tried so hard to be great when I was in the service industry before I had my little guy. This was definitely worth writing about! So glad you shared with us at Countdown in Style! Don’t forget to come back Friday to see if you are featured! 🙂 xo

  • April

    I’ve gotten into the habit of shouting out positive experiences over Twitter and FB because it happens so rarely! I spend a lot of time complaining about poor customer service, the good guys deserve recognition too!

    Thanks for sharing and linking up with Countdown in Style! Don’t forget to come back on Friday to see if you were featured!

    ~~April~~
    100lbCountdown.com

  • Galaxia

    I’m really glad you’re writing that email to his company! He deserves some credit because they have a really tough job. Lots of angry, stressed, rude customers to deal with.