How many of you are frustrated by today’s impersonal approach to customer service, or in many cases customer non-service? In our technology driven world I cringe when I have to contact a help line. While not the brightest bulb on the tree when it comes to technology, I resent being treated like I know nothing or waiting for twenty minutes because I will be served faster than if I hang up and redial!
I had an issue with my e-reader yesterday and could not download books that I had purchased. After two hours of frustration in trying to follow self-help rabbit trails on Google I gave in, took a deep breath, and decided to contact customer service.
Customer service was a large button which prompted me to enter my information and phone number along with the issue and promised to have a representative call me within 45 minutes. I must admit, I was skeptical!
Forty minutes later, Eric called and repeated what his understanding of my problem was and began to troubleshoot the issue. At no time did he talk down to me and we worked together for nearly 90 minutes to identify and correct the problem. It turned out it was an incomplete download of new software.
During the waits for software to do its thing, we shot the breeze on the weather here and in Toronto and what his commute was like. When we finished he made sure that I was satisfied and we said goodnight (11:15 p.m. in Toronto). Five minutes later I got a summary of the problem and the resolution by e-mail and this morning there was a customer satisfaction survey in my in-box.
This is what customer service SHOULD look like. I like the fact that it is a Canadian company that employs Canadians to serve Canadian customers. My issue was understood, I was respected, and at no time did I feel like they had someone on hold.
Good customer service is not rocket science, but in many cases is a lost science. It is nice to see that old fashioned customer service can exist in our technology era.
What is your company doing?