Customer Service Manager

I really love it when, in customer service, you have the knowledge to combat a customer who is clearly lying to you and you both know it.  Here’s an example:

CUSTOMER: hello
AGENT: Welcome to chat support. How may I assist you today?
CUSTOMER: yes im really MAD i got my iphone 4s and didnt get a sim eject tool!! why not?!
AGENT: Hello! I am happy to help with your question regarding the iPhone. A SIM eject tool is not included in the iPhone package.
CUSTOMER: why not? it says it on the apple webpage
AGENT: I have purchased several iPhones myself and have never received a SIM eject tool with any of my purchases. May I help you with anything else this evening?
CUSTOMER: ::Ends conversation::

And for the record, there is definitely no SIM eject tool included in the packaging and the Apple website makes no mention of it being included.  However, in most case, a paper clip can do the trick.  Just don’t tell the customer above.  He might get MAD ;)

I was recently providing tech support via chat for a customer who had purchased an iPad.  He wanted to add a data plan to the device so he could use it while traveling and not in range of a Wi-Fi network.  Apparently, someone forgot to tell him that what he purchased was the very base model without 3G/4G network access.  When I finally figured out on my end what was causing the trouble, working with him to confirm it proved to be a whole new challenge.  Only after he told me how much he paid for it at the Apple store could I finally confirm my suspicions that he purchased a Wi-Fi only model.  And, as with any customer interaction, you have to be prepared for just about any response.

This customer proceeded to tell me the following:

“Well, all the networks around me are locked with passwords!”

Right, I hadn’t thought of that.  I’ll get onto that for you right away sir. 

I love my customers :)

As a customer service person, it’s really interesting when I call a company for service and they try to upsell me or re-win me as a customer.

Just this morning, I called Comcast because there was a billing issue remaining from when I moved in January and the agent asked “Would you like to reconnect your services sir?”

That’s funny…didn’t my phone number list another, newer account number for me?!

“No, thank you, sir.  I’m already a customer; I just moved.”

Valiant effort, though!

WOW! I just ranked 14th out of 29,511 test takers on the Customer Service Test at @oDesk #oDesk http://t.co/4aJcwzI9 #CustServ

There are some companies that really ‘get it’ when it comes to customer service.  Something goes wrong and they go above and beyond to resolve the issue at hand.  I bet you’ve never heard of them, so here’s a spotlight on two of them!

1. FitBit - It’s a hi-tech fitness pedometer that measures your steps, stairs, calories burned, and even sleep/wake patterns.  Something malfunctioned with the electronic doodad and I contacted them via email.  After a little bit of back and forth trying to troubleshoot, they opted to send me a replacement.  Not only that, they upgraded me to the latest model.  I was floored.  I stand by their product and hope for their great success.  Thanks to Brian and the FitBit Team! :)

2. Sierra Nevada Cheese Company - Yes, it’s a cheese maker.  They also produce yogurt and milk.  I bought cheese and it was a bit off on the flavor, so I called them.  Not only did they offer to replace it free of charge, they overnighted a variety of other flavors for me to try.  AND…they even included a handwritten note thanking me for the feedback and inviting me to contact them should I need anything else.  Thanks to RachelOriana and the SNCC Team!  I have your card in my office! :)

The next time someone asks for a recommendation about exercise equipment or handcrafted cheese, I know EXACTLY which companies to mention!

How many companies do you do business with that act swiftly to resolve a problem? And which of those have gone above and beyond?  Share your stories!

I am replacing one of my bank cards and the agent told me she would put it on “Hot Status”.  I then asked her if she could just melt it on the spot ;)  Though she couldn’t, I did hear the smile in her voice :-D