2 posts tagged “good customer service”
One minute and twenty five seconds.
That's how long it took, from Virgin Wines answering the phone (no being on hold, no "your call is important to us, we'll get to you sometime soonish" messages, just straight through to an operator!), verifying I was who I say I am, confirming my Discovery Club changes (loose the 6 bottles of red, replace them with the S/Blanc from the previous case) and thanking me for my call. From start to finish it was less than 90 seconds of my time.
That's what Customer Service should be like.
More often than not when someone writes a blog post about Customer Service, it's because of *bad* customer service, so I thought it'd make a refreshing change to shout out two examples of GOOD customer service I've received in the past few months.
Marks & Spencer Food
I was shopping in M&S Petersfield a month or so ago and picked up a couple of tins of soup on a 3 for 2 offer. When I got to the checkout, the barcode on one of the tins wasn't recognised so the checkout assistant called over her supervisor. "Oh, here we go" was my first thought, but, the supervisor basically tried one more time to scan it and then said, "well, the gentleman gets it for free then". That, world, is uitterly the right way to deal with this situation for an 80p tin of soup. The store wasn't busy either, so it wasn't dealt with this way due to time. A big shout out to Marks & Spencers for the way their staff dealt with this.
Orange
Much maligned at times, but a "well done" from me for this. For some reason, the "STOP" text message I sent when a £1.50 charge was introduced for itemised paper billing was never processed. When I had my phone upgraded recently I asked the person on the upgrade line to double check and was informed the "Off" marker was there so it should kick in, but to ring back if it didn't on my next bill. It didn't kick in. Grrr.
Yesterday I rang Orange, went through security, explained the issue. Within 30 seconds the marker had been reset (hopefully it'll stick this time) and a credit for the itemised billing charge had been applied to my account.
