Generally, I simply shake my head in amazement on the “customer support” I obtain. Fortunately, I hardly ever obtain poor service in a pizzeria. The truth is, I visited each ends of the customer support spectrum this week — and the pizza store was on the profitable finish.
Let’s begin with the dangerous, lets? Like many individuals, my residence telephone, Web and cable tv connections are all sourced to at least one firm. The bundle saves me cash each month, and I haven’t had a lot bother with my service. Till just lately.
My residence telephone stopped engaged on a Thursday evening. On Friday, I known as my service supplier. It was late within the day, so that they couldn’t get out to repair it that day. However they might ship somebody on Saturday. Sadly, I needed to be out of city on Saturday. I requested a Sunday appointment. I used to be advised the corporate doesn’t make calls on Sunday, which I understood. So I took a Monday appointment. You understand the enjoyment: they’ll be there between 2:30 p.m. and 5:30 p.m. Good.
One downside: they by no means got here. So I known as to resolve it. I used to be advised my appointment was truly for Tuesday, not Monday. The considerably mechanical girl on the telephone defined to me that I by no means had an appointment scheduled for Monday. I had one scheduled for Sunday that I had been rescheduled to Tuesday.
“What?” I requested. “I believed you didn’t do Sunday appointments.”
Because it seems, they do in actual fact schedule Sunday appointments when the issue is the telephone, I used to be advised. Now I used to be actually upset. My telephone may have been fastened on Sunday and I wouldn’t have needed to waste my time ready for the corporate to point out up on Monday solely to seek out out they made a scheduling error and weren’t coming till Tuesday.
It will get worse. An organization consultant exhibits up on Tuesday and fixes my telephone in two minutes. After he’s gone I understand that although my telephone was up and operating, my Web was now down for the depend. So I name customer support as soon as once more and am placed on maintain a number of occasions. Lastly, the issue will get fastened. Nobody had a great reply for this query: “Shouldn’t the technician have checked that my Web and cable have been nonetheless working after he tinkered with the telephone?”
A number of nights later, I name my favourite pizzeria to position a pick-up order. The pleasant, perky voice on the road informs me that “We now have curbside service, sir. Would you want me to deliver your meals out to your automotive?”
It was chilly and raining. A no brainer for me. I pull into the designated spot 25 minutes later. I barely had time to get the car into park earlier than the aforementioned worker was standing subsequent to my window, an enormous smile on her face and two baggage of meals in her fingers. I look as much as see how she noticed me so shortly and spot the digital camera pointed in the direction of the three curbside pickup parking spots. She acquired it proper the primary time and did so with a smile. I want my cable firm may study a lesson from my native pizzeria.
Greatest,
Jeremy White, editor-in-chief
[email protected]
Generally, I simply shake my head in amazement on the “customer support” I obtain. Fortunately, I hardly ever obtain poor service in a pizzeria. The truth is, I visited each ends of the customer support spectrum this week — and the pizza store was on the profitable finish.
Let’s begin with the dangerous, lets? Like many individuals, my residence telephone, Web and cable tv connections are all sourced to at least one firm. The bundle saves me cash each month, and I haven’t had a lot bother with my service. Till just lately.
My residence telephone stopped engaged on a Thursday evening. On Friday, I known as my service supplier. It was late within the day, so that they couldn’t get out to repair it that day. However they might ship somebody on Saturday. Sadly, I needed to be out of city on Saturday. I requested a Sunday appointment. I used to be advised the corporate doesn’t make calls on Sunday, which I understood. So I took a Monday appointment. You understand the enjoyment: they’ll be there between 2:30 p.m. and 5:30 p.m. Good.
One downside: they by no means got here. So I known as to resolve it. I used to be advised my appointment was truly for Tuesday, not Monday. The considerably mechanical girl on the telephone defined to me that I by no means had an appointment scheduled for Monday. I had one scheduled for Sunday that I had been rescheduled to Tuesday.
“What?” I requested. “I believed you didn’t do Sunday appointments.”
Because it seems, they do in actual fact schedule Sunday appointments when the issue is the telephone, I used to be advised. Now I used to be actually upset. My telephone may have been fastened on Sunday and I wouldn’t have needed to waste my time ready for the corporate to point out up on Monday solely to seek out out they made a scheduling error and weren’t coming till Tuesday.
It will get worse. An organization consultant exhibits up on Tuesday and fixes my telephone in two minutes. After he’s gone I understand that although my telephone was up and operating, my Web was now down for the depend. So I name customer support as soon as once more and am placed on maintain a number of occasions. Lastly, the issue will get fastened. Nobody had a great reply for this query: “Shouldn’t the technician have checked that my Web and cable have been nonetheless working after he tinkered with the telephone?”
A number of nights later, I name my favourite pizzeria to position a pick-up order. The pleasant, perky voice on the road informs me that “We now have curbside service, sir. Would you want me to deliver your meals out to your automotive?”
It was chilly and raining. A no brainer for me. I pull into the designated spot 25 minutes later. I barely had time to get the car into park earlier than the aforementioned worker was standing subsequent to my window, an enormous smile on her face and two baggage of meals in her fingers. I look as much as see how she noticed me so shortly and spot the digital camera pointed in the direction of the three curbside pickup parking spots. She acquired it proper the primary time and did so with a smile. I want my cable firm may study a lesson from my native pizzeria.
Greatest,
Jeremy White, editor-in-chief
[email protected]
