Archive for the ‘Customer Care’ Category

Service of Disappointment

Thursday, April 21st, 2022

The saying “less is more,” may apply to interior design but I’m finding that more and more we get less for our money.

What Happened to “Neither Rain nor Snow….”

There is a postbox about four blocks from my apartment in a commercial neighborhood with pickups three times a day, the last at 5 p.m. When I went there this week the times had changed: Now its once a day at 11:00 a.m. not only there but in all the boxes I checked nearby. That early in the day might be a good time for postal workers perhaps but not so hot for customers.

Yes then No

A friend was scheduled for surgery which entailed three days in the hospital and a week at a rehab facility. She knew the drill from a previous operation and all was approved. The day before hospital discharge she learned that her insurance wouldn’t cover the cost of rehab. She lives alone. Don’t you love how insurance companies–not doctors–determine how we are treated?

Poor Training

I tried to buy a gift online and the system wouldn’t work so I called the 800 number and placed the order. I opted to pick up the item at the store, a short walk from home because its feather weight and tiny size didn’t warrant the $6.99 shipping fee. The customer service rep said they’d send it home, as it was easier, [not sure for whom], and he’d remove the shipping fee. Long story short, when I was charged the fee I called and customer service told me I had to work it out with my credit card company. This didn’t set well so I contacted headquarters and eventually it was sorted. No more online purchases for me from these folks. Customer care operators should be trained not to turn off customers.

Have you been disappointed by a service lately?

Image by mohamed Hassan from Pixabay

Service of Persistence Pays if You Luck Into an Adolfo Hererra

Monday, January 10th, 2022


Image by mohamed Hassan from Pixabay

I first wrote about my issues with Verizon Wireless November, 2021 in “Service of Automation Hiccups.” I’d been unable to get credit for the paperless option I’d agreed to in spite of countless calls to customer service.  On one call I agreed to change the account from my deceased husband’s name to mine.

With that my FIOS bundle–phone, Wi-Fi and cable–increased by $400+/year and I’d not been warned this would happen.

A strident conversation with a nasty customer service person who told me I’d committed fraud by keeping the account in Homer’s name increased my irritation and disenchantment. She hit the ceiling when I said I felt bamboozled and explained I hadn’t been but that I wasn’t eligible for the discounts he had. When I was explaining the situation she said in a voice filled with sarcasm, “Are you through?”

That’s when I wrote Ronan Dunne, executive VP and group CEO of Verizon Consumer. I wrote that to take away discounts given a man because a woman was now the customer was sexist. My credit is excellent, we had been decades-long customers, have other Verizon accounts and pointed out that it was my checks paying for the bundle from the get-go. Nothing changed but the first name.



Image by mohamed Hassan from Pixabay  

Soon after I heard from Adolfo Hererra, a member of the Verizon executive relations team. He was thorough and polite and he listened. He warned me of some things that might happen although he did what he could to avert them. For example, auto pay took money to satisfy Homer’s cancelled account and a few days later took money for my new one.

Throughout the process I knew I was in good hands. Hererra always called when he said he would and he returned my calls promptly.

In the end, he gave me a credit of $50 because of the time it took to sort out the tangle. With a company as big as Verizon I suspect he and his team had to knock on many doors, starting with the one to initiate the elusive discount for the paperless option. I’d agreed to it in August 2021 and it will kick in January or February 2022. Only when he was certain that I’d be receiving the discount for going paperless–he’d said he could confirm this in early January–would he close the case. We spoke last week right on schedule. He assured me that I’d get the discount. He also securely closed Homer’s account and sent a debit card to refund the money that shouldn’t have been taken to begin with.

He feels pleased when he brings down an unsatisfied customer from a ledge of anger and frustration. Thank goodness for dedicated customer service employees like Adolfo Hererra.

Can you share a recent example of top of the line customer service in an era of rampant neglected emails and phone messages and often pleasant sounding customer service people who say they will do something and they don’t?


Image by Magic Creative from Pixabay

Service of Perfect Customer Care: A Michaels’ Cashier Wins

Friday, November 26th, 2021

Photo: michaels.com

As I write on Black Friday I think about Angela, a cashier at Michaels on Sixth Avenue and 23rd Street in NYC.  If she didn’t love her job she gets my kudos for being a great actor.

I’d waited to pay in a long line for noon on a workday. She greeted me with an angelic smile befitting her name and asked if I had any coupons. I said “no.” She asked if I was ever a Michaels member. I had been when I lived upstate three years ago. She told me to type in my phone number on their website. It worked.

To save time, she expertly directed me from memory to click the right spots on the site. Boom. I was recognized and got a 20 percent discount.

Meanwhile to protect the item I was buying she’d quickly wrapped it in paper as carefully as a gift. She didn’t ask me if she should.

Not once, when I thanked her, did she say “no problem,” two words that drive me nuts. She would have been one of the only service people who had reason to as in all ways she went beyond the strict requirements of her job which was to ring up the sale and hand me my purchase. When I thank a person who has done her/his job, “no problem” is irritating and inappropriate.

I hope you run into an Angela as you find a perfect gift you hope will please. Have you already?


Image by NguyenLe365 from Pixabay

Service of Who Cares About the Customer?

Thursday, December 10th, 2020

Photo: worldnationaldays.com

What happened to “the customer is always right?” Here are three examples that illustrate the opposite. One is of a chronic nature; the other two are impacted by or are a result of the pandemic. There are simple solutions to all three.

Rethinking Hospital Tradition

Photo: mddionline.com

There may be a million good reasons for it but patients suffer because of a tradition by hospitals, in these parts, to notify a patient the day before an operation–sometimes late in the day–about the timing of the procedure and when to show up. Some patients need to arrange for a friend or relative to pick them up if they are an outpatient. Not knowing the time until the last minute ties up the friend’s schedule and adds needless anxiety for the patient.

There must be a way to program operations a few days ahead of time.

Unemployment

I’ve quoted this former boss before. He’d say, “How come you don’t have time to do it right the first time but you have time to do it again?”

Photo: pdxmonthly.com

A friend has spent hours getting through to unemployment on the phone, waiting on hold for as long as 90 minutes once she succeeds only to have the employee say they’ve solved the problem when they haven’t. This has gone on week after week and the latest glitch is always something simple to fix such as checking a box. The result: Still no money.

With the crush of people needing help due to the furloughs and layoffs resulting from the pandemic, there must be a way to simplify the procedure and to decrease the number of errors that add to the lineup of phone calls.

Weighty Decision

Photo: weightwatchers.com

A friend continues to pay full fee to Weight Watchers for the virtual meeting she now attends with a group in which she’s participated for eight + years. The studios are closed due to the pandemic. She is comfortable with the participants/support group she knows and the time for the weekly Zoom appointment fits her schedule.

The company notified the team leader it was cancelling the meeting at her time because they considered 15 to 20 participants too few and offered her other inconvenient times–with strangers. She says she will miss the collegiality of the group–essential for a program like this.

You would think that a big business could operate with a bit more heart during the pandemic, especially since clients are paying full freight while not attending in person meetings.

Why must patients be notified of the time of their operations at the last minute? How come the directors of unemployment haven’t simplified the application process to cut down mistakes relieving the clog in the system? Should a corporation like Weight Watchers, with a mission that involves support, be flexible in its bean counting during an especially stressful time for its clients?

Photo: wisegeek.com

Service of an After Pandemic To Do List–or Not

Monday, August 17th, 2020

Photo: makeuseof.com

There are a few things I’ve put on a list to address when the pandemic cools and companies reestablish their sea legs.

  • One large corporation doesn’t recognize either my phone or account numbers so I cannot access my online account. I finally got customer service to mail a hard copy of my monthly bill. It worked once. Here’s hoping for subsequent ones.
  • Customer service at another company that’s supposed to send money can’t find me in their system so I can’t set up direct deposit. Some computer knows I exist as I get a mailed check. Don’t ask.

Photo: atlantic.net

Meanwhile, there are other companies that are buttoned up in spite of the pandemic. I use Saashost for a variety of email functions. The company was changing platforms which meant that all my devices/computers that receive email–laptop, phone, iPad and desktop–needed to make changes to accommodate the upgrade.

It’s a pandemic for me too and the timing was the worst because my IT consultant had other issues to settle and could only help so much. Life goes on.

The upgrade word always gives me the shivers. In my experience every “upgrade” makes it longer and harder for me to do what I did before, usually involving many more steps.

My IT consultant went through the first round so my laptop and phone could communicate to the new platform under the guidance of the indomitable Shaun at Saashost.

The rest was up to me. I was petrified. I didn’t need to be.

Shaun and Bradley held my hand virtually. They didn’t utter a single techie word or slap their heads in exasperation when the desktop–the mother of challenges because it’s a granny–didn’t perform or because attempted fixes took so long to download. They had me laughing as we delved into the scary depths of the ancient desktop.

Eventually Shaun had to rescue granny with some behind-the-scenes techie pyrotechnics by entering the computer remotely. He fixed it! Granny gets emails. Hooray!

Do you have a list of follow-ups you’ll be making once corporations are comfortable with the new normal? Have expert, patient, kind tech support staff worked you through treacherous steps in an unfamiliar world of behind-the-scenes letters, numbers, links and downloads?

Photo: steemit.com

 

Service of Little Things Mean A Lot II

Thursday, July 30th, 2020

Photo: psychologytoday.com

I wrote the first post with this title three + months ago. It’s time for a reprise. The first post was about friends who reach out. This one is about strangers who warmed my heart.

How Cool is That?

The air conditioning units in my apartment all fizzled on a toasty day. I followed up a few times–the units belong to the landlord–and when the temperature had climbed upwards of 86° with four more hours until sunset–I get afternoon sun–I visited the lobby again explaining that I was beginning to feel woozy. The morning year-round doorman had been passive and useless. The manger was on vacation.

Climbing up to 86 degrees+

Doorman Joshua, a very young man and summer temp jumped into action and within an hour a porter/handyman was on the job. As I waited for him to return with new units the intercom rang. It was Joshua–we’d met only that afternoon–asking if I was OK. The porter told me Joshua had also called him again to confirm that he was on it. Too bad for us this is his summer job. I suspect he’s a student and given his common sense and empathetic streak predict great things for his future.

Beautiful Cashier

I visited CVS drug store on Third Avenue and 42nd Street early on a recent Sunday morning. The cashiers consistently help me make the most of my coupons. As I left that day–I was dressed in pandemic fashion on the cusp of sloppy–the young woman, who was barely out of her teens, called out: “Stay as beautiful as you are.” She could see my wave but not the smile under my mask.

Moving Along

I called the Metropolitan Transit Authority [MTA] about returning a discount MetroCard sent my husband. When I explained the reason the clerk, hearing he’d died, was compassionate and so heartfelt in her condolences I could hardly catch my breath.

Read On

I treated myself to an iPad so I could download books. I got tangled in the process of ordering a book after I’d downloaded an e-card from the New York Public Library so I sent a query to the help desk. After more fiddling I figured it out. A few days later I heard from Elizabeth at AskNYPL and in another email I explained that I was set and apologized for bothering her unnecessarily.

She wrote: “You are not bothering us. We’re here to answer questions, so if you run into any more e-book trouble, please don’t hesitate to contact us. Chat and phone are best for quick answers.” I responded again as did she: “So glad you were finally able to get a book! I loved A Gentleman in Moscow. Hope you enjoy it….Take care and happy reading!”

You don’t feel alone when dealing with people like these. Kindhearted, lovely strangers who take extra steps beyond their job descriptions are welcome anytime but especially these days. I suspect they enjoy their jobs more as well. Many of them suffer from pandemic fallout yet they still go the extra mile. Do you have similar instances to share?

Photo: nypl.org1

Service of Uneven Performances During a Pandemic

Thursday, June 18th, 2020

Photo: facebook.com

When a company or organization works well these days it does so splendidly and when it doesn’t……I’ve encountered both.

Kudos to the New York State Department of Motor Vehicles. In spite of the pandemic, its staff sent me a receipt in record time acknowledging they’d destroyed the license plates we’d shipped to them. Shortly thereafter I received a refund check for what they owed me because there was still time on my registration.

It took a shockingly few minutes to cancel my auto insurance. When I called USAA the customer service person trusted the date on my motor vehicles receipt and voila! Done.

Photo: thecity.nyc

On the other hand, the New York State Board of Elections so far gets an F. I requested a write-in ballot well over a month ago and since have read and heard countless suggestions from the NYC Mayor and others urging folks to do the same. The deadline to vote in the June 23 primary is approaching and no ballot as of yesterday. I reported this to my councilman’s office. The staffer who took the message said that someone in the office was looking into this as plenty of others are in the same boat.

Photo: Techcrunch.com

Have you tried to call Verizon? Ha! What a rigamarole to report a change of address! I was refused access to my online account; live chat doesn’t handle this task and sent me back to the site I couldn’t enter. There is no place on the bill to  make the address adjustment. I pleaded with Mr. or Ms. Live Chat for a phone number which I got. I called,  clicking on “technical difficulties” to get a person who heard my distress and transferred me to a woman in the finance department. Jackpot. Let’s hope I get the next bill at the right address. Time wasted: 3/4 of a frustrating anxiety-provoking  hour.

I filled out the online United States Postal Service change of address form and when done was asked for my credit card number. I thought “I must be in a scam lookalike website,” and clicked off. I then asked for the old fashioned paper form at the post office and mentioned the credit card request that had alarmed me. The postal clerk told me that I was on the right site and that online address changes cost $1. I’d be happy to donate $1 but the reason for the charge and credit card request should have been made clear. I’ve been burned before: I thought I was on a site that I had accessed. It was an almost-the-same address. The mistake scrambled my computer requiring an expert to salvage it.

One friend still waits for her stimulus check when everyone else seems to have received theirs; another in an adjacent state hasn’t seen a cent of unemployment money in six weeks. She called the office 70 times one day and couldn’t get through.

Please share experiences that you have faced trying to get things done during the pandemic– more remarkable than exasperating I trust.

Photo: faq.usps.com

 

Service of Ordering Online During a Pandemic

Monday, May 18th, 2020

Photo: Greymount Paper & Press

Chances are you may have ordered something online during the pandemic even if it’s not something you normally do.

Small Business

Photo: Greymount Paper & Press

I wanted a special card to send a college grad and liked one I saw on a Greymount Paper & Press sponsored Facebook ad [photo above]. The well-designed website was promising.

I prefer feeling the paper and ensuring that the printing is crisp, but these days that isn’t in the, uh, cards. I took advantage of a promotion and bought four. They arrived promptly from the artist/owner of the press, Carlene Gleman, along with a professional invoice with a cheery handwritten note on it and two bonus surprise cards.

Photo: Greymount Paper & Press

I dashed off an email to thank Carlene and tell her how much I liked the cards. She responded: “It’s always lovely to meet a fellow quality-aholic. Thank you for your kind words! Customers like you are one of the reasons I get out of bed each morning with a smile. That, and my sweet little family who are currently trapped in the house with me for Week #4,900! Ha. From one upstate New Yorker to a downstate New Yorker, stay safe and be well :-)”

I forwarded this note to a friend who also loves–and sends–the best cards and she said she ordered some from Greymount too. I gave Carlene a heads up, said that my friend had recently been furloughed and she wrote “Thanks for letting me know about ___, I am going to sneak a few extra goodies into her package as a cheer-up.”

Big Business

In contrast, a friend’s experience ordering flowers from 1-800-Flowers on May 4th for delivery Mother’s Day weekend was inexcusable. Not once did the company update her. She had to waste her time tracking them down in countless follow-ups.

The arrangement was meant for her best friend and her friend’s mother, who is deathly ill. Hers was a hard deadline, possibly more imminent than Mother’s Day, which she made clear each time she called customer service as each subsequent promised delivery day came and went. The upshot: In spite of her diligent surveillance the flowers never arrived, the company returned her money and she ordered a bouquet from a local florist. During her last conversation a 1-800-Flowers customer service supervisor told her the delay was because of Covid-19. If a company has no mechanism to update customers and if they cannot fulfill an order they should not accept one.

These examples of a generous small business that nurtures customers and an overwhelmed big business is statistically insignificant. But I wonder if such differences in customer service might augur the future of success of the retail landscape during the pandemic–what do you think?

1-800-Flowers

Service by an Entertainment Company that was the Opposite of Entertaining

Thursday, January 31st, 2019

Photo: supportbee.com

It’s a shame when a company produces a good product and fails so miserably in the customer service department. Our experience with DirectTV is a perfect example. We had fine TV reception for years in the boonies in upstate NY when little else electronically-related worked. When we sold our house and discontinued the service, all hell broke loose. In a nutshell, the staff was poorly trained and had access to zero customer information.

A customer service rep who took the stop-order told my husband to toss the receiver as it was too old to keep. However, he said, “hold on to the plastic card in the receiver.” He’d send a package to our city address, he said, with an envelope in which to mail back the card.

Photo: newsroom.edison.com

Having not received the package, I called and spent 20++ minutes to learn that 1) the package was sent to the wrong address 2) they couldn’t correct the address in the system and 3) they couldn’t send me a new package.

After too many minutes of nothing and being put on hold, customer service person No. 1 told me that in order to make an address change I’d have to speak with three people. As the first two conversations were useless, and after the second one promised to email a document to me to confirm our account was closed, I hung up. Further, he told me to toss the plastic card: Nobody wanted it. [I still have it.]

I never got an email.

I’m nuts about protecting my credit and wanted proof that the chapter was closed. I also wanted to cauterize future bills. As I couldn’t find a place on the website to send an email, nor could I quickly ID appropriate names in a hasty Google search, I wrote Michael White CEO. I wanted a document that said we were officially cancelled.

This week we received a bill for TV service and I called DirectTV to learn what period the bill covered. [The bill said January 15 to January 16 which was silly as we no longer owned the house and $120-something was a bit much for a day.] I spoke with two people, neither of whom could tell me. We paid the bill anyway marking the check FINAL PAYMENT. I think we owed this money and that original bill was lost in the move shuffle.

So yesterday I got an email—and my husband said several phone calls at home—from a “Sr. Manager, AT&T Office of the President.” [AT&T owns DirectTV.] Long story short, there is nothing he can do about the tossed receiver that he said we leased and should have returned. So why wasn’t this noted on our record so that the first person we spoke to about cancelling the service could advise us properly?

The Sr. Manger gave me chapter and verse about the recent bill’s breakdown. How come nobody else could?

He hoped I wouldn’t get a bill for the receiver in future and was sorry that he couldn’t do anything about that.

I replied: “We were prepared to bring the box back to the city to ship it to you and did not because of the faulty information given us. I trust that you will figure out what to do so that we never again are billed for anything from DirectTV. The TV service we had was excellent but your customer service is unacceptable.”

Today I sent him an image of both sides of our DirectTV card [Photo of one side, above left]. I think it’s amazing after a major move that we still have it!

In this digital age, how can so many disconnects happen and so many untrained customer service people be let loose on the public by a major corporation? Everything crucial about an account should be on each screen for all to access. Have you had trouble discontinuing a service and/or been consistently ill advised by customer service?

Photo: vanwiefinancial.com

Service of a Simple Transaction Done Well: Kudos LAZ Parking

Monday, July 2nd, 2018

Photo: worldartsme.com

One smart, quick, knowledgeable, engaged person can make a huge difference when there are potential stumbling blocks in a transaction designed to be seamless.

We received a letter from LAZ Parking, the company that runs parking lots and grants permits at Metro-North railroad stations. We had parked in the LAZ lot in Dover Plains for 15+ years and sent a check to renew our yearly permit before the other one expired. In return, LAZ provided proof of payment to display in the car window. The system worked well.

But they changed it. [I could write many posts about so-called upgrades that turn out to be downgrades for me.]

LAZ asked us to sign up online, to download proof of car registration and supply other information. In addition to online registration systems that in my experience are often fraught with peril and traps leading to potential error, our situation had a few complications:

  • My husband had held on to the letter for at least 10 days which was 9½ days too many. Each station has a limited number of monthly parking slots and they are promptly scooped up.
  • We needed to change the account from my husband’s name to mine to match our new car registration.
  • We wanted to pay by check, not by credit card, the way the system is set up.

We were saved by Kathleen Dawson, LAZ Administration Assistant Supervisor, who shepherded our order through all the twists and turns. She was in one office and our online application was used by another. She cleared up the system’s initial confusion over the name change which caused us at first to be refused a permit, responded to all my concerns, expertly advising me and warned those at the other LAZ office about our quirky situation. What might have been a nightmare that ended up with the loss of our parking permit turned out just fine. We are grateful to Ms. Dawson and to those at the second office who expedited and approved our request the day they received our check.

Have you been as lucky as we were to have someone like Ms. Dawson guide you and lubricate a transaction that had many opportunities to become grounded? Do most companies nurture, respect and reward five star customer service support staff such as Ms. Dawson?

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