|
Author: Mary Gardner Article source: http://marygardner.blogspot.com/. Used with author's permission.
It's all in who you know... Or can get to Know!
Yesterday I had a customer service issue that warranted my immediate attention. I had ordered a product that I desperately needed that was now about 6 weeks overdue the original back ordered date. I had made numerous calls to both the local and the national vendor over the past few weeks and had received different answers every single time. I had gotten the run around from corporate, from the local vendor, tried to make complaints on line and their server was down, and had left phone messages that had gone unreturned. I had been strung along, lied to and ignored. I was livid by the time I got them on the phone to let me know that it would now be another 10-14 days.
I told the woman that I trained in customer service and sales and that I also wrote and spoke nationally about companies. I told her that I was able to get this organization that I'm ordering through to cancel them as a vendor, but that I heard they had been very responsive towards some of the hurricane victims which I applauded. But that their service was unacceptable and that I was appalled they'd let someone fall through the cracks like they did. I asked what they were going to do for me to help ease my annoyance. She came back to the phone telling me the manager authorized a $5 gift certificate!
WHAT?? A $5 gift certificate? You think THAT is going to pacify me after waiting an extra 7-9 weeks for this item that I needed 8 weeks ago? I told her to please tell her manager that what would make me happy would be to order me two new free items. I told her that I'm not the type of customer that will go away; that I'm the one who will make sure there is change in the company. I told the lady I knew it wasn't HER fault, but to please pass along to the manager that I expected her to compensate me MUCH more for my loss of time and frustration.
After I hung up, I steamed for a bit. I was outraged that a national company would treat a customer in such a manor. Before long though I got my bearings and figured that the national customer service manager would be the one to call. He is located out west and so I called and politely explained to the lady who answered that I had been given the run around for the past 7 weeks and was completely fed up. I said I needed a manager because now I was past the point of no return and I needed someone to really step in and help me.
Along came Jeff. Jeff had a deep and booming voice, was friendly from the start and listened to my concerns without arguing. He apologized to me and said it's happened before, it unacceptable and then explained to me WHY they had had such problems. He said there was NO excuse but told me about the manufacturing back ups they had had, the short staff, the new customer service telephone system and how it was working and how it was still in the trial phase. He even mentioned that I probably didn't NEED to know all of these details but just wanted to let me know that they WERE aware of the problem but that no one should be treated like I was.
I offered some suggestions to him about changing their voice mail, to ask for people's patience during this time of transition. I said that people are more than willing to be patient if they know that there is a problem that is in the works of being fixed. If you IGNORE the problem, then the customer feels like they're the ones being ignored, or the only ones falling through the cracks. Imagine if thousands of customers felt like that. That would make for one UNHAPPY customer service department!
Jeff listened, thanked me for my suggestions and then offered me to credit my account. He promised that he would personally take on the responsibility of getting my items to me. He gave me his personal line and told me to call him any time I had any problems. I thanked him and felt gratified.
I hung up and felt like I had been taken seriously. I felt like someone listened, and I felt happy that he compensated me for my frustration and at least part of the time I had spent chasing down their product that I desperately needed.
I wonder what would happen if each employee had the power to do what Jeff did? I wonder if they allowed all of their employees to "personally" take care of every customer with a complaint? Better yet, what if they tried to exceed EACH customer's expectations BEFORE the problems?
But since they were attempting to catch up with their problems and rectify them, I had to give them a break. I hope they realize though in the interim, that they can educate the customers to what the issues are, and invite them to remain patience during this time of transition.
As a customer, I was ready to go to town getting their whole account cancelled from the organization from which I belong. I know the president of the organization who I might be able to convince to change vendors in the long run. That would have been literally thousands and thousands of dollars that the company would have lost.
Instead, I got the RIGHT guy on the phone who knew how to make me happy. He quieted me down, he compensated me for my frustration and he gained my respect along the way.
Sometimes, its all in who you know, or can GET to know that matters! Mary Gardner is an Executive Communications Consultant and Trainer. She works with, coaches and trains individuals, sales teams, executives, and celebrities. Her topics are sales, customer service, teamwork, coaching and communications. She owned and operated one of the first coaching institutions on the east coast, CCI, in NYC, Philly and NJ. Mary has appeared on ABC's 20/20 and has self published a book on public speaking. Mary is married to Sway and is mommy to Jeremy 5, and lives in Orlando, FL.
Making Cars Accessible Through Secured Car Loans
When planning to take a car, nothing can be as simple a method of payment as a secured car loan. Available at lower APRs and transferring ownership of the car i...
Gift Giving and Receiving Etiquette
In life, it is customary to celebrate joyful events with the exchange or giving of gifts. Despite which end you are on, the act of gifting can be fun and excit...
5 Shortcuts to a Life of Charity
Five easy ways to help the every-day-person live more fully in a Christian lifestyle
Save Money When Going Out
It seems as though whenever we go out for the night, it costs much more than we originally intended to spend. Having a 'night on the town' shouldn't cost you a ...
Add Trust To Your Relationship
Trust is something that is important to every single relationship you have. No matter if it is a relationship of friends, family, or even a relationship of love...
Media Savvy - How To Manage Your Time To Gain The Best Media Coverage
Media management has become one of the strategic tools for managers and leaders to drive marketing opportunities, communicate key messages, and build a profile....
Write Your Weekly Ezine in 5-Minutes! (or better yet, dont write it at all)
How to write your ezine in 5 minutes by legally and ethically stealing other people's articles... There are virtual storehouses of awesome articles and report...
Treating Neuromas - Ten Tips
A neuroma is an inflamed nerve. When the nerve becomes
irritated, electrical pain shoots out to the toes when walking.
Individuals can experience burning and ...
Revitalize Your Interior Walls
Tired of the same boring beige or off-white colors of your interior walls? Here are some tips on how to choose a perfect color for your home, and give your wal...
Jesse And Al Should Read This!
Instead of getting all bent out of shape over innocuous remarks made by the President of Mexico, perhaps the Lord and Prince of African-American Ideological Imp...
Planning Lightning
When you are choosing a color scheme for any room in your home, the first thing to take into account is how that room will be used and, thus, the type of lightn...
Getting Free Viral Traffic Using Automated Visitor Referral Systems
Would you like to get unlimited viral traffic to your site, for free? It sounds too good to be true, of course. Many companies will promise to do this for you. ...
Motivating For Higher Performance
Employee motivation is probably the most important single manageable factor for success and profitability of all the facets of specialty store retailing. It is...
Resume Writing 101
There are some things that are definite "do's" on a resume, and some clear things you shouldn't do. But many people don't know where to start in making a good r...
Are Public Schools A Menace To Your Kids? -- 11 Danger Signals
Public schools can be a real menace to your child's mind, love of learning, and future. Author Joel Turtel gives some of the danger signals...
The Tax Man Goeth
The Presidential Commission charged with changing the U.S. tax structure has totally failed to do its job. It's time to do away with the whole income tax and th...
How to Get People to Listen
How we listen and perceive is influenced by the four perceptual styles: Audio, Visual, Feeler, and Wholistic.
A to Z Exam Survival Plan - Smart Way to Beat Stress
Don't stress out beause of an exam. Get smart, get a plan.
Ladder Décor – the Possibilities Are Endless
With a little bit of creativity and some imagination you can take something as simple as a plain wooden ladder and transform it into a beautiful piece of home d...
Viral Marketing, New Means of Communications and Applications
Viral Marketing is a powerful form of communications. It is multiplicating the initial amount spent on marketing expenses by engaging users. It is a kind of Buz...
Studies Prove Magnesium Boosts Memory & Learning Ability
According to the National Institute of Health, Magnesium is needed for more than 300 biochemical reactions, including maintenance of normal muscle and nerve fun...
How To Fade Acne Scars - Fast & Easy!
Step by tep instructions on how you can fade those stubborn acne marks and scars. You're on your way to beautiful skin!
How to Build Solid Relationships Using the Power of Words
Relationships are built through constant communication.
But oftentimes, the words we utter may hurt someone
unintentionally. This article reveals what to sa...
Making Sure You Get a Good Reference
You've had 3 interviews with a potential employer and they've asked you for references from your prior job. The problem is that you didn't leave on the best of...
|
Print this page