Customer Service...RIP?

[deanosnana]

Kind of along the lines of some other threads but what the heck has happened to customer service these days? Is it a lost art? It seems like very few want to go the extra mile anymore.

On a positive note, I want to share this experience: I purchased a jacket on-line about two weeks ago. A few days ago, I noticed it's on sale for $15.00 LESS than what I paid for it.

On a whim, I e-mailed the customer service dept. asking for a price adjustment. Lo and behold, they gave me the adjustment! I cannot tell you how happy that made me. And for their $15.00, I will remain a loyal customer.

So, what are your thoughts? What good/bad customer experiences have you had?

 

[geeg]

I ordered some summer cardigans from Helen Macabe. She was concerned about the length I had ordered and rang me here in Spain to make sure the longer length would suit my height. She suggested the shorter length and she was right. I thought that was going the extra mile ringing long distance so I wouldn't be disappointed when they arrived.

Bad ones?? I rang our local TV installer to help with a problem with the telly ... they made an appointment and never showed up and kept me waiting all day ... I rang and asked the girl on the phone if it bothered them inconveniencing people in that way and she said ................ NO IT DOESN'T ACTUALLY !! I FOR ONCE in my life was absolutely lost for a reply. When I got my wits together I mailed them .... no response. I have told hundreds not to deal wioth the sheisters!!

 

[An*Gel]

I'm totally with you on this one.

I used to work in a customer service call centre and would have to deal with complaints all day.. nice!!

Some of the girls I had to train in would get very annoyed with the customer and take it personally when the customer would shout and complain.

The way I would explain it was "imagine that was your Mum on the phone and treat that customer as you would like someone to treat your Mum"

Most people that complain have built themselves up before they have to make that phone call, so naturally will be upset. If a client rang me with a complaint I would do my best to make them happy.... there's absolutely no point in taking it personally.

A happy client will come back to you and will be grateful that you have resolved the problem and IMO all problems can be resolved!

If a customer or client is unhappy they will tell at least 7 others of their bad experience (In my mother's case it would be 20 people LOL)

Great thread by the way:hug:

 

[geeg]

I'm totally with you on this one.

I used to work in a customer service call centre and would have to deal with complaints all day.. nice!!

Some of the girls I had to train in would get very annoyed with the customer and take it personally when the customer would shout and complain.

The way I would explain it was "imagine that was your Mum on the phone and treat that customer as you would like someone to treat your Mum"

Most people that complain have built themselves up before they have to make that phone call, so naturally will be upset. If a client rang me with a complaint I would do my best to make them happy.... there's absolutely no point in taking it personally.

A happy client will come back to you and will be grateful that you have resolved the problem and IMO all problems can be resolved!

If a customer or client is unhappy they will tell at least 7 others of their bad experience (In my mother's case it would be 20 people LOL)



Great thread by the way:hug:

I think we should all remember that there are two ends to the phone also .... you would not believe the language and atitiude and unbelievable rudness of some customers on the telephone!! Hats off to all customer service personelle who remain calm and polite in the face of such crude and rude people.

Maybe the folks who want good customer service should remember how they speak to the ones who are there to help them. 'You catch more flies with honey than with vinegar' you know.

Although I'm sure deanosnana is never rude. lol:hug:

 

[An*Gel]

Very true Gigi... unfortunately I've had a few rude ones in my time too and would politely tell them to calm down and stop shouting/cursing or the call will be terminated.

Luckily most people see the error of their ways and would call back and apologise.

It's sad how when we get really good customer service nowadays we are in shock or when someone in a shop checks stock for you and comes back with the garment you wanted in your size I would almost faint with the surprise of it:lol:

 

[NoLimitNails]

Well bad one: I wanted a new mobilephone subscription, and called a company. I spoke to a lovely lady, and we ended up with me agreeing to two subscriptions (I have two phones) I was told they would move my current subscription within a maximum 30 days period, and the new subscription wouldn't start before that, so no double payments. I would receive notice when it started.
Time goes by and suddenly I receive a bill almost GBP 100, and my current provider still charges... I rang the company, and after speaking to several people the person I have spoken to in the first place, tells the one I was currently talking to that she had made a mistake. All god until it turns out i still have to pay???? They made a mistake, and it's even in the contract that the number should be moved, they admit they make the mistake, but want's the money??? I wrote the person who admitted she made a mistake, she wants me to call another person to see if it's their mistake, why??? I don't know, I just know I want out, still awaiting an answer...

The good one: Well i had some problems (due to MY fault) with a cnd brush, I wrote my distributor to hear if they had heard of anyone else having this problem. Even though they hadn't, a few days later a brand new brush was sent to me free of charge!!! Thats service!!!:hug: