Good customer service

In My Humble Opinion
1

In this thread someone complains about the lack of customer service nowadays. In this thread, let’s hear about when a business has treated you right.

Friday I took the day off and ran some errands. I was near a barbecue restaurant, so I decided to get some ribs for dinner. I ordered a rack of ribs and a couple of sides, then left to go to the market a few stores down. When I came back, the proprietor looked apologetic and said there was a problem with my order. He only had a half-rack of ribs. So he’d packed up the half-rack and made up the difference with about a pound and a half of ‘riblets’ – basically trimmings that were more meat than bones. And he only charged me for the half-rack meal ($10 instead of $20). He could have waited until I returned from the market and told me that he didn’t have a full rack of ribs left, and had me take it, leave it, or order something else. He could have charged me full price, explaining that the ‘riblets’ were the same meat and there’s actually more of it. Instead, he came up with a solution that was very satisfying. And the SO really liked the riblets.

Less recently (actually at least a decade ago) I was to fly from New Orleans to L.A. Weather in Chicago delayed the arrival of my flight, so I missed my connecting flight in Dallas. I got into the customer service line in Dallas to see about getting home. The guy ahead of me was livid. He was shouting at the customer service agent, who told him she was sorry, but there was nothing they could do beyond getting him a seat on a later flight. Seeing this, my approach was different. I was like, ‘I know there’s not a lot you can do, but I really need to get home. Is there anything you can do to get me there soon?’ The agent got me a first class seat on the next flight out. I suppose that’s different from the barbecue incident on Friday, since my sooner-than-the-angry-guy’s flight and upgrade undoubtedly depended on my approach, and the restaurant owner solved a problem without any input from me; but I do have to say that I was satisfied by the airline agent’s actions.

2

Yeah, the angry raving approach seldom works. Coming back on Eurotunnel a couple of months ago at the end of a half term - so everyone was trying to bring back Volvos full of carsick kids to get rid of them to school the next day - we were delayed so long at passport control and customs by massive queues of morons that we missed our train. When we got into the terminal, an oaf was yelling at the woman on the customer service desk, in English (this is in Calais), being really rude and aggressive. He was told there was no room on any train that night. So we came up next, smiled at her, spoke in French (until she took pity and switched to English for us!), commiserated that she must really be hearing this a lot, spoke nicely and explained clearly what the problem had been. We were on the next train while oaf boy settled in for the night.

3

I recently got a flat tire. I managed to limp the car to a service station in the middle of the night and I stopped by the next day. I expected them to try and tell me all 4 tires would need to be replaced but they were up-front in telling me the rear tires were fin and I could really just replace the fronts.

When I picked up the car later that day they had replaced the burned out license plate bulbs gratis.

So if you ever find yourself in Hinsdale Illinois in need of tires I suggest you go to the Firestone store on Ogden and York.

4

Another airline/airport story.

I was hurrying to make my flight at Toronto’s Pearson airport. I knew where to check in for my Air Canada flight, as I had been through Pearson many times before, so I went there. Thankfully, there was nobody in line, and the agent completed the check-in quickly and efficiently. Then I noticed the sign over the agent’s desk: “Business Class Check-In Only.” I was flying tourist, at the cheapest possible fare.

“Oops!” I said, and pointed to the sign. “I thought this was the tourist class check-in–it always was.”

“Yes, but we changed it a few weeks ago,” said the agent. “But don’t worry; it’s been a slow day and it’s nice to have something to do. Have a nice flight.”

She could have sent me around to the tourist class check-in where the lineup was practically out the door, but she didn’t. Thanks, Air Canada Business Class Check-In Agent!

5

As a former very frequent traveler I have one iron clad rule; you do not give shit to someone that has the ability to send you luggage to Hawaii when you are flying to NY.
Once I was bringing a bicycle back home on United. Skycap checked my luggage but I had to go inside with the bike box. I chatted with the agent and I was all ready to pay the $50 fee when she told me I was the first person that had not given her crap all day so the bike was flying free.

6

I know nobody will believe this, but my health insurance company’s customer service people are the best I’ve ever encountered. They’re efficient without being brusque, pleasant without being intrusive, and they have a comprehensive knowledge of their very large system and how best to help with my particular problem. Recently one of my doctors called in a prescription that I desperately needed to a branch clinic in a distant Twin Cities suburb instead of the mail-order pharmacy, and the CSR was able to track it down and re-route it to me in approximately 2 minutes. She asked if that was all I needed, I said yes, and that was it. There was no long speech at the end of the call about how glad they were that I had called them and how they hoped I would use their services again. That’s one of my pet peeves about customer service reps (or rather, their employers).

I’ve used this insurance company for about 20 years on and off and their customer service has always been excellent. I have told them so, too. From their reactions, I’d guess they don’t hear compliments very often.

7

I was traveling a lot on business, and I found I had to put my carryon way in the back of the plane - which would mean I’d have to wait for everyone else to get off to get it. I was not pleased, until the flight attendant told me I could sit back there with my bag. I was still the last person to deplane, but I had the whole row to myself. (That was the last time I didn’t check my bag on a business flight.)

I think it was pay-back for the time I suggested the ticket agent go discuss my (perfectly fine) reservation with her supervisor that day the line of very impatient people was out the door, trying to change their tickets before a major snow storm. I cherish the look of relief she gave me before she walked away for a few minutes respite.

8

Yes officer, I am aware that my registration sticker has been expired for three months.

No, I don’t have a copy of my current insurance policy in the vehicle, here’s an old one, but rest-assured it’s up to date.

Yes, I have been drinking. I had about 6 beers this afternoon helping a friend rebuild a fence.

Thank you officer. I will take care of the registration sticker. Good bye!

9

One time I was flying home to visit family, and missed my connecting flight because the plane landed a few minutes late, and the airport was huge. Dejected, I headed over to the counter to see what could be done, fully expecting to end up with a flight out in the morning, and me paying for a hotel stay.

I end up behind two folks who are in the process of a complete meltdown over the missed flight situation. They scream at the agent, scream at whoever they were talking to on their cell phone, and scream at each other. I was kind of surprised that security didn’t show up.

While all of this was going on, another agent comes up and calls me over. She was rather dour, but very businesslike. I briefly explain to her that, even though I hustled to get to my next gate, the boarding was over and the door was being closed by the time I got there. She then nods and picks up her phone.

While she was on the phone, the battle raged next to me. The bitching started fresh when they realized that they would either have to spend the night at the airport, or pay their own way in a hotel. Finally, they’re finished and they take their rage outside.

Then more people come up and bitch and moan and gripe and get hostile. Several folks come and go at the agent next to mine, all pissed off, most of them spending the night at the airport.

All this time, my agent is still on the phone, very quietly talking to someone about codes or something, then talking to someone else, and then getting put on hold, and then god knows what else. All in all, I was in front of her station about 20-30 minutes. I didn’t know what to think, and I was too tired and freaked out about the yelling to say anything. I just stood there.

Finally, she gets off the phone, and starts at her computer. She gives me my ticket for a flight out the following morning, and then she hands me a voucher for a free hotel stay. I was stunned. I thanked her very much, and she just nodded and said, “good evening,” barely looking at me.

After the shock wore off, I immediately hoped that no one around me caught on to the fact that I got a free hotel stay. I’m pretty sure I would have been tarred and feathered.

10

My husband and I decided to visit Miami Beach for the first time a couple years ago. We stayed at a particular resort a suburb or so to the north of there. We tried to check in but the desk was busy, and from what we could tell, there was a crazy holdup with how quickly the rooms were getting cleaned. There were a lot of people ahead of us giving attitude to the desk staff. When it was our turn, the clerk seemed a little cold initially, but when we told her (in response to her checking and finding out our room wasn’t ready yet) that it was OK, we were just glad to be somewhere warm, she visibly relaxed, apologized more, and handed us a few more complimentary bar vouchers than she’d been giving out to the previous people (1 each from what we could see). When we came back, she was apologetic still, so we said no problem, we’d figured out our lunch spot and it was across the street.

After lunch, the desk staff shift had changed, but we think we had a good note on our account - the clerk basically said “fuck it” in politer language and said she was upgrading us to a better room that was ready because we’d been so patient.

11

Yesterday, while visiting my father-in-law out of town, I discovered I’d somehow broken one of the nosepads off of my glasses. The optometry shop where I originally bought them was closed by the time we got home, so I went out to see if I could find a glasses repair kit at a store nearby. On the way, I thought of stopping in at the Eyeglass World store. The clerk there took my glasses, replaced both nosepads, adjusted them for me, and sent me on my way with no charge! He knew that I hadn’t bought this pair of glasses from them, but I’ll sure be shopping there for the next one!

12

Great post/username combo. :smiley:

13

Back when Northwest was an airline, I used to fly them a lot. They probably had a file a foot thick from all the complaints I would send in. One time I show up for a business trip, except I accidentally booked the trip for the previous day. The reservationist said there’s nothing they can do for missing an outbound flight and I would have to buy a new ticket at some outrageous amount. I ask if there’s absolutley anything that can be done, and explain I can’t afford the new price, and my job could be in jeopardy if I don’t make the trip. She confers with two other people, they discuss it for a while and she comes back and says they might be able to rig it for a $75 change fee. I tell her that would be fine. It takes them about 10-15 minutes of trying different ways (the ticket was locked or something), but finally they get it to work.
I tell them how much I have complained to the airline in the past and how I now want to write a glowing letter of appreciation, to which the response was, please don’t, we could get in trouble for what we did…

14

Ha! :smiley:

15

USAA is the best insurance company/federal savings bank in the USA. Their customer service is second to none.

16

Second that, can’t recall having a negative interaction w/ them.

17

Wow, they put their jobs on the line to help you. Give them an invisible raise!

A few weeks ago I was in a friend’s car. We were both pretty far from home, and a few miles away from anything but houses. My friend was complaining of a stomach ache and looked like she was zoning out a little. I noticed that she was drifting off of the street more an more. I was about to speak up when

BOOM.

She hit the curb and blew a tire. Shredded it, in fact.

We were on a two lane residential street with no shouldler, and on a curve in the street.

I don’t know if someone called 911 – we didn’t – but within a few minutes a cop pulled up behind us. Not only did he recommend the best towtruck company in the area that would still be open on a Sunday night, but he showed us where to find the spare tire, and how to get it out. He even did some of the manual labor himself. And he directed traffic.

I’m from Boston and my friend is from New York. I really doubt that either the BPD or the NYPD would have been as helpful and friendly.

Thank you, officer Rowe. (Yes, I did send him an e-mail to thank him again.)

18

The car mechanic in my neighborhood is famous (locally) for his customer service and honesty. THis guy routinely does basic work for FREE (he won’t charge you to look at/diagnose the problem, fix a flat, etc.). If you offer a tip he will refuse it but tell you you can give it to one of the guys he employs. He will tell you straight up how much it is going to cost, tell you where to go if he can’t do the work and even tell you what part to buy online if you want to save some extra cash.

They guy is a saint.

19

Upon arriving in the US with my family this summer, we find that my daughter managed to lose her galsses on the filght somehow. Now she’s not blind without them, so we contanct the airline, and wait a couple days to hear from them – nada.
About third day we run into a large chain optical shop (don’t remember the name) in a mall, and decide to get her a new pair. But the shop doesn’t do perscriptions – we’d have to go to an optometrist, and get one. So – and here’s the nice part – we look up our own Optics shop back in Israel, give them a call, yay! They’re still open! (it’s almost 9 PM in Isarel at this point); guy on the other end doesn’t have a way of sending her perscription directly to e-mail, so he makes a hardcopy, takes out his own personal smartphone, photographs it to his phone, and sends that to our e-mail; which we show the staff at the shop on our smartphone, and once they agree it’s legible, an hour later we walk out with a new pair of glasses.
Trans-atlantic cooperation (and good service on both ends) indeed! :slight_smile:

20

Same here. Excellent service.