Tuesday, May 27, 2008

Works For Me Wednesday- Customer Service


This past week I was thinking about the things that work for me that I think would be worthy of sharing... and I was just at a loss until.. I had a horrible experience with customer service and an online advertising company. What this taught me is what works for me- which is excellent customer service. Now this company promised to advertise my business website at the top of the search pages on Google, Yahoo, AOL, MSN, and more for any 10 keywords I selected. I would receive a 30 day trial and after that start paying a monthly fee unless I of course cancelled. Sounds good right? WRONG. I didn't realize til after that the keywords would be followed with in Denver, CO. So unless someone in my state is specifically looking for these keywords what the heck was the point. I was told I would get a follow up email with all the details that went on with the recording and so forth. So to make a long story short, I didn't get the email, I tried to cancel but called the wrong number, I got charged, disputed the $258 charge and repeatedly called with no return phone call. Now after getting charged again, I finally found the website, emailed and called and finally got an email back saying "too bad, too sad, you were told the number in the recording, you agreed, you didn't call the number, deal with it." So what I found was that customer service has gone to the toilets. No longer do you hear " what can I do to help you?" " Let me see if I can fix this for you" "Oh I am sorry it looks like we had a misunderstanding (obviously its my fault they just don't say it)".
Reminds me of why I do business with FedEx. Every time I go in with my packages to mail for my business, I am greeted my name, asked how business is going, how the kids are doing, anything new and exciting to share. I find that I am in a great mood when I leave there, regardless of how long it takes to get all my boxes rang up, how long the line is, or anything else. Just being friendly, offering things above and beyond, bring back repeat customers. I had a great experience like this with a Jamba Juice, near my old work. They always remembered my order! I loved it!
So even though this post doesn't give you a new product to try, a site to visit, or something exceptional to make your day easier, it's a just a thought on the long lost cause of customer service. Maybe you have a story on this to share, or thankful you never experience it, or maybe it reminds you why you make sure to have awesome customer service in your own business. Whatever the case, feel free to share your comments and then head over to read the other Works for Me Wednesday posts!
Have a great week!
~Dawn

8 comments:

Lisa said...

Good customer service is so important to me! I worked for companies in the past that stressed good service. I am shocked regularly at how many people don't care anymore. If I experience really good (or really bad) service, I try to take the time to send a letter.

Jendeis said...

Thank you for that post. Customer service is so important, especially when it is so lacking everywhere. Our business teaches all employees to answer the phone with, "Good morning! This is (NAME HERE) and I can help you!" Most callers are taken aback that the person on the other end can help that they are speechless for a second. :)

Ginny said...

CS does seem to be going downhill. Not sure what is going on. One thing is that nobody seems to have any respect for anyone else anymore.

Tara said...

I am so sorry that happen to you.. seems so common these days. I just read an article this morning referring to the lack of customer service here in the U.S. They are ruthless...and it makes my blood boil how they slip thru the cracks with their ridiculous jargan and loopholes!!! Thanks for the Post.. good to be reminded of weasel companies lol :)

Mom24 said...

If it's not too late, I would dispute this charge with my credit card company. I hate when companies make themselves next to impossible to reach--so you can't cancel. Irritating!

marigold said...

Ah, Dawn, I'm sorry you had such a horrible experience with customer service! I agree, people could use a serious attitude adjustment. I'm in CO too!

jskell911 said...

I work in customer service and I can tell you you are absolutely correct! The only thing that gets me is that corporate officers create a work environment where the almighty dollar is all they want to see. This is so frustrating to the service rep who truly DOES want to fix it, be helpful, etc but who finds if their "quota" isn't met they are out a job. Great post!

I take pride in helping my customers in a upbeat and courtious manner. I wish many others did too....

texastanya said...

Great minds think alike!
I actually have a post about customer service in the wings for my blog. I totally agree that great Customer Service makes all the difference. When possible I try to write a letter to the company when I've had superior service - I want them to know that I not only appreciate their product, but also the manner in which it was sold.