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Customer service
Carlos' replacement phone cover
What are your thoughts on customer service? From my experience they are two
words that invariably lead to frustration and disbelief that the department
actually masquerades under such an inappropriate moniker.
We've all been there; pressing dozens of buttons on our telephone, dealing
with more numerical conundrums than on a sudoku puzzle. Eventually being
subjected to inane excuses or more disingenuous promises than even the most
shallow politician could deliver.
Possibly my worst experience of customer service was from the dealership who sold me a rather expensive make of German sports car. Rattles and corrosion on a car that I had purchased new just 12 months earlier weren't seen as a major issue by a service manager who was evidently deaf, blind and ignorant. So often customer service is a term used by an organisation to give us, the consumer, greater confidence in a second rate product or service. It's such a pleasant surprise when one receives first class customer service and whenever I am fortunate to receive such care I love to spread the word.
You can imagine my delight yesterday, when I received a replacement cover for my phone, having sent a brief email to the supplier regarding a bit of an issue I'd experienced with the first example of the product I had purchased. A few hours after I'd sent my email I received an apologetic reply and an offer of a replacement item. Yesterday, as promised it arrived. What made the whole experience even more satisfying was the replacement was far superior to the original item! The guys at Tech 21 deserve a pat on the back. Great product and brilliant customer service and lovely folks too. Now doesn't that make a change? How often in Britain do you hear a tale of a truly satisfied customer without it being preceded by dozens of phone calls or standing in lengthy queues?
Date: 21/02/12
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