So, this week, I've been looking at a few things to do with Customer Service. As I've been thinking, I've looked at some of the Customer Service that I've experienced over the past few weeks and there's been some really good and some really bad examples.
We've had a problem with the car radio as its had a new radio and we couldn't remember the radio code. After a lot of pondering, I remembered once being told that Autosounds on Scotswood Road were the experts at being able to sort the problem out. Whilst feeling inspired, I dropped them an email one Sunday night to ask if they could do it - at 8.24 on the Monday morning I had a reply confirming that they could do it and giving me a price and to give them a call to sort it out. To me that was impressive and they did solve the radio code conundrum and they were really helpful throughout and rang me when they said they would, plus the price was exactly as quoted. Superb customer service in my humble opinion and I'd recommend them.
Further back in time, I was stood waiting for a bus (won't say which operator) on the way home from work on the 15th Jan and despite the fact that the bus should have stopped and I was stood with my arm out, the bus sailed past. I sent off a sarcy tweet and got a fairly swift reply to say that it would be passed onto the depot. Having read the particular operators Social Media pages and read some negative comments on their Customer Services function - I thought I'd give it a try and filled in the online form and sent it off the very same evening. I then got a phone call on the 1st February to apologise that the driver had made a mistake and should have picked me up. They then went on to say that the driver had been "dealt with" - a good job it wasn't an Italian bus company as it sounded like the driver might have woken up with a Findus Lasagne in his bed ! Anyway, was this an impressive way to deal with a customer - certainly not as I'd almost forgotten about the complaint by that stage and felt as annoyed with the delayed response as I'd done the night the bus drove straight past me. Would I recommend this bus service - what do you think !
Customer Service is simple - it's about people and it's about getting them an answer, an apology and getting the problem sorted out. People remember good customer service, but they also remember bad customer service and no doubt, for longer. It's something I feel strongly about as it does boil my water when I get poor customer service - so watch out for me !!!
We've had a problem with the car radio as its had a new radio and we couldn't remember the radio code. After a lot of pondering, I remembered once being told that Autosounds on Scotswood Road were the experts at being able to sort the problem out. Whilst feeling inspired, I dropped them an email one Sunday night to ask if they could do it - at 8.24 on the Monday morning I had a reply confirming that they could do it and giving me a price and to give them a call to sort it out. To me that was impressive and they did solve the radio code conundrum and they were really helpful throughout and rang me when they said they would, plus the price was exactly as quoted. Superb customer service in my humble opinion and I'd recommend them.
Further back in time, I was stood waiting for a bus (won't say which operator) on the way home from work on the 15th Jan and despite the fact that the bus should have stopped and I was stood with my arm out, the bus sailed past. I sent off a sarcy tweet and got a fairly swift reply to say that it would be passed onto the depot. Having read the particular operators Social Media pages and read some negative comments on their Customer Services function - I thought I'd give it a try and filled in the online form and sent it off the very same evening. I then got a phone call on the 1st February to apologise that the driver had made a mistake and should have picked me up. They then went on to say that the driver had been "dealt with" - a good job it wasn't an Italian bus company as it sounded like the driver might have woken up with a Findus Lasagne in his bed ! Anyway, was this an impressive way to deal with a customer - certainly not as I'd almost forgotten about the complaint by that stage and felt as annoyed with the delayed response as I'd done the night the bus drove straight past me. Would I recommend this bus service - what do you think !
Customer Service is simple - it's about people and it's about getting them an answer, an apology and getting the problem sorted out. People remember good customer service, but they also remember bad customer service and no doubt, for longer. It's something I feel strongly about as it does boil my water when I get poor customer service - so watch out for me !!!
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