Have you ever had a problem trying to get through to what I call “a human” at one of those “big” companies that have layers upon layers of “gates” to try to get through when all you are trying to do is to do your part in getting a payment submitted, or you have a question, or something? I’m sure you have, and we all have.
Do we choose to complain or compliment?
Well there is hope. There are people out there, inside these big companies that truly do care and if you get to them, get their name and extension for any need that may arise in the future and you’ll need to speak to them again.
Recently, a close friend of mine who works on the inside of one of these big companies said that she had received a wonderful email extolling her virtues in getting something corrected for a client. I can’t give you her name, her company or that of the client but know that the story is indeed true and should give you hope in your persistence.
This customer took the time to compliment!
Here’s the email with only the name’s (in bold) changed; all else is accurate.
Customer Service Situation
Dear Ms (Supervisor), I recently had a problem with a customer service issue and wanted to bring this to the attention of someone in management.
After three calls to (Big Company Name) & one to my agent I was still unable to procure ANY co-operation to help with my problem, which had the potential to become a legal matter. Luckily, on my fourth call I got (Ms. Customer Service Superwoman; my friend who forwarded this to me). She was pleasant, helpful and above all, willing to listen, something completely absent from my previous calls.
She got things in motion immediately, kept me informed via follow up phone calls, and GOT THE PROBLEM SOLVED.
Far too often representatives of large companies lose track of the concept of customer service in favor of reciting the rule book. It is a rare & welcome pleasure to encounter a representative who realizes that the goal IS customer service. Your company is fortunate to have a representative such as (Ms. Customer Service Superwoman) who stepped into a bad situation that was in the process of degrading further, turned it around, and did so in a very professional manner.
Mr. Client
Client Business Name
Note that two things stand out in this message, “listen” and “customer service”. I wish I could know the name of and congratulate this client for taking the time to “reward” my friend with these kind words and thoughts. If you have any similar situations, why not let me know. Maybe you’ll see it published here. Have customer service questions or situations you need resolved? Ask me.
