As mentioned previously, for the last few years I have been writing chapters of "Customer Disservice...24-7"...a sign of our contemporary times...
Last week, I experienced many examples of a possible return of the concept of customer service...
With the onslaught of cooler weather, one early morning my Hyundai "low tire pressure" warning light illuminated. It was 8 am and I was passing the dealership, and I pulled into the service entrance. A mechanic and manager approached, and when I explained the reason for the stop, they said that they had been resetting those for many owners over the last two days, caused by the temperature drop, and my car was immediately serviced to correct the problem.
My 4-month old new cell phone battery was not holding a charge, and my first 4 months of "bundled service" cell and land phone, hi-speed Internet, and cable TV bills were $50 per month higher than promised they would be. Through the manager level of the provider, by phone to customer service, I had been told that I had been given the wrong price when I signed up, that the lower quote wouldn't be honored, and that even after 30 years with the same company, since I had signed a "one-year contract", so that I couldn't make any changes without paying a penalty! Mid-day, I was passing one of the provider branch stores and dropped in. A salesman approached, welcomed me, and when I explained the above, he said that he would handle the corrections. "You have not been treated properly by our company, and I apologize...my goal is to make you satisfied!" He called the provider "inside management", and spent about an hour in negotiations until the $50 mistake was corrected, and then he ordered a replacement battery that arrived parcel post in two days. "Here's my card with my personal cell number and e-mail...call me if you ever have a problem again!" A few days later, I took Mom to see the same salesman, about her incorrect bills that also were not be corrected over the phone. One half later, he had corrected hers and gave a company rebate to make up for her inconvenience!
That afternoon at the gym, four young men were talking (not on cell phones, but directly!) while they were working out..."Isn't it great about the customer satisfaction training that we are being given at our grocery store chain? It is our responsibility to realize that we have our jobs, because of our customers..."
I called my credit card to report that a cruise company had not given a proper rebate on a recent reservation. Within minutes I was connected to an agent. "I see that you have been one of our customers for a long time...we will credit your credit card account, and follow-up with the cruise company to correct the situation!"
Similar examples of "customer service" have been occurring all week...is the concept coming back?
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