Comments on: Question of the Day – Customer Service http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/ A personal finance blog dedicated to discussing such topics as budgeting, asset allocation, 401K, IRA, cash flow, insurance, financial planning, portfolio management, and other areas in personal finance. Fri, 25 May 2012 15:50:02 +0000 hourly 1 http://wordpress.org/?v= By: beloml http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-293182 beloml Tue, 22 Apr 2008 16:09:19 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-293182 Lands' End! The other day, I got an email notice about that being the last day for free shipping. I had just placed an order the previous evening, but didn't know about the free shipping. I called customer service, and they honored the deal--even though it turned out that the offer had expired a couple of days before it showed up in my in box! Their products and customer service are always top notch. Lands’ End! The other day, I got an email notice about that being the last day for free shipping. I had just placed an order the previous evening, but didn’t know about the free shipping. I called customer service, and they honored the deal–even though it turned out that the offer had expired a couple of days before it showed up in my in box! Their products and customer service are always top notch.

]]> By: No Debt Plan http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-291896 No Debt Plan Tue, 22 Apr 2008 01:10:08 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-291896 Geico all the way. Called to get a quote, sitting in my 2nd floor apartment with no shoes on. CSR asks for my two VIN numbers. Have to tell him to hold on while I put on my shoes and run downstairs. He's calm and says "that's fine", as if we're not in any hurry. So I run downstairs, tell him the VIN numbers. Then he asks for my driver's license number. "Let me run back upstairs." Again, calm, no huff over the phone, just cool as the other side of the pillow. Finally got upstairs and got him everything. He was articulate and patient through the whole conversation. Afterwards I spoke to his manager and complimented him, and the manager said they always appreciate feedback and a note will go into his file for his next performance review. A few weeks later I got a letter (where they autoinsert your name) from the VP of Customer Service thanking me for complimenting the agent, they were always striving for quality, etc etc. High class. Love it. Geico all the way.

Called to get a quote, sitting in my 2nd floor apartment with no shoes on. CSR asks for my two VIN numbers. Have to tell him to hold on while I put on my shoes and run downstairs. He’s calm and says “that’s fine”, as if we’re not in any hurry. So I run downstairs, tell him the VIN numbers.

Then he asks for my driver’s license number. “Let me run back upstairs.” Again, calm, no huff over the phone, just cool as the other side of the pillow.

Finally got upstairs and got him everything. He was articulate and patient through the whole conversation. Afterwards I spoke to his manager and complimented him, and the manager said they always appreciate feedback and a note will go into his file for his next performance review.

A few weeks later I got a letter (where they autoinsert your name) from the VP of Customer Service thanking me for complimenting the agent, they were always striving for quality, etc etc.

High class. Love it.

]]> By: JLP http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-290386 JLP Sun, 20 Apr 2008 07:19:05 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-290386 Terry, I LOVE QUIKTRIP! Unfortunately, we don't have them in our area. You're right. The stores are amazing. No matter which one you go in, they are ALL clean and neat. Terry,

I LOVE QUIKTRIP! Unfortunately, we don’t have them in our area.

You’re right. The stores are amazing. No matter which one you go in, they are ALL clean and neat.

]]> By: Terry http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-290352 Terry Sun, 20 Apr 2008 06:18:05 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-290352 In the SW United States we have a chain of convenience stores known as QuikTrip. They mostly do fuel and snacks, but they do it 1000 times better than anyone else. Their training program must be very extensive as even the newest person is knowledgeable, helpful, friendly and efficient. Usually before I even reach the counter my items have been visually "scanned" by the cashier and totaled. It seems that everyone in the store is moving like the CEO is waiting in line. The stores are well lit, organized, clean and efficient. I actually look forward to filling up with gas because I'll get to go in the store and receive such fine service. In the SW United States we have a chain of convenience stores known as QuikTrip. They mostly do fuel and snacks, but they do it 1000 times better than anyone else. Their training program must be very extensive as even the newest person is knowledgeable, helpful, friendly and efficient. Usually before I even reach the counter my items have been visually “scanned” by the cashier and totaled. It seems that everyone in the store is moving like the CEO is waiting in line. The stores are well lit, organized, clean and efficient. I actually look forward to filling up with gas because I’ll get to go in the store and receive such fine service.

]]> By: Lily http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-290278 Lily Sun, 20 Apr 2008 04:09:25 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-290278 I've actually only gotten awful customer service from Citi. I have a feeling it's just the branch I visited; I've never had problems with the call center. But the branch was full of some of the worst employees in any business I've ever seen - utterly unhelpful, unmotivated, and unimpressive. But that's not the question. I get great customer service at Whole Foods. The crowds are pretty irritating, but the meat and fish departments are staffed with great people that always help me get exactly what I need, cut exactly the right way. I’ve actually only gotten awful customer service from Citi. I have a feeling it’s just the branch I visited; I’ve never had problems with the call center. But the branch was full of some of the worst employees in any business I’ve ever seen – utterly unhelpful, unmotivated, and unimpressive.

But that’s not the question. I get great customer service at Whole Foods. The crowds are pretty irritating, but the meat and fish departments are staffed with great people that always help me get exactly what I need, cut exactly the right way.

]]> By: Todd http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-290226 Todd Sun, 20 Apr 2008 03:07:53 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-290226 Best Customer Service: This might seem a little weird, but it seems relevant to me since I get what I go for, pretty much every time I go there; my church. Worst Customer Service: Well, maybe not the worst ever, but recently a local steakhouse served my wife a terrible steak for $18.95, only to "comp" her $4 off the bill ! Worst (and Most Dependable) Customer Service: Any fast food drive thru. I realize they don't make much, but accuracy should be a given. And, it seems like you can count on something being messed up at least 60% of the time. Best Customer Service: This might seem a little weird, but it seems relevant to me since I get what I go for, pretty much every time I go there; my church.

Worst Customer Service: Well, maybe not the worst ever, but recently a local steakhouse served my wife a terrible steak for $18.95, only to “comp” her $4 off the bill !

Worst (and Most Dependable) Customer Service: Any fast food drive thru. I realize they don’t make much, but accuracy should be a given. And, it seems like you can count on something being messed up at least 60% of the time.

]]> By: Dave http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-290191 Dave Sun, 20 Apr 2008 02:37:15 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-290191 About a year ago, I planned to fly from Greenville, SC to Lexington, KY (with a stop in Charlotte) on US Air to attend a wedding. When I arrived in Charlotte, I learned the flight to Lexington was cancelled. US Air couldn't get me on a flight to any city near Lexington before the wedding would end, so I hopped on a flight back to Greenville. I asked the US Air person at Charlote for a number to call to get a refund. She told me that I wouldn't get a full refund because US Air was kind enough to fly me back to Greenville; out of the goodness of their corporate heart, they might give me a credit for the CLT --> LEX leg. I persisted in getting a number for customer service, so she printed a number for me from her computer... the wrong number! A few weeks later I called reservations to apply the unflown value of my ticket to another flight. The (English speaking!) reservation guy pulled up the ticket, chuckled, and basically said it was stupid for US Air not to refund the full ticket price for my futile flight. Then he gave me a full refund. I was really happy with that guy. I was so happy that I asked for his supervisor's e-mail address, and sent her a message saying what a great customer serivice rep he was. I never got a response. So, I encountered a unique, helpful individual within a corporation that really doesn't seem to care about customers. My favorite company that seems to have created a culture of good customer service... Saturn. I have bought two Saturns, and the experience both times was great. There was no pressure and no stupid tricks to try to get me to buy a car. I use the local dealership to service my Saturn, too. They always wash it and leave mints on the dashboard... it's a nice touch. About a year ago, I planned to fly from Greenville, SC to Lexington, KY (with a stop in Charlotte) on US Air to attend a wedding. When I arrived in Charlotte, I learned the flight to Lexington was cancelled. US Air couldn’t get me on a flight to any city near Lexington before the wedding would end, so I hopped on a flight back to Greenville. I asked the US Air person at Charlote for a number to call to get a refund. She told me that I wouldn’t get a full refund because US Air was kind enough to fly me back to Greenville; out of the goodness of their corporate heart, they might give me a credit for the CLT –> LEX leg. I persisted in getting a number for customer service, so she printed a number for me from her computer… the wrong number! A few weeks later I called reservations to apply the unflown value of my ticket to another flight. The (English speaking!) reservation guy pulled up the ticket, chuckled, and basically said it was stupid for US Air not to refund the full ticket price for my futile flight. Then he gave me a full refund. I was really happy with that guy. I was so happy that I asked for his supervisor’s e-mail address, and sent her a message saying what a great customer serivice rep he was. I never got a response. So, I encountered a unique, helpful individual within a corporation that really doesn’t seem to care about customers.

My favorite company that seems to have created a culture of good customer service… Saturn. I have bought two Saturns, and the experience both times was great. There was no pressure and no stupid tricks to try to get me to buy a car. I use the local dealership to service my Saturn, too. They always wash it and leave mints on the dashboard… it’s a nice touch.

]]> By: Anoop http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-289930 Anoop Sat, 19 Apr 2008 22:31:18 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-289930 Costco for me. There is a costco that opened up in North Dallas Area about 3 months back. We visit this Costco a lot because of our new baby during the time. This is a very busy during weekends. I have never seen any body yet that were upset with service. Staff is very courteous and always have a smile always. Keep it up Costco! This is definitely your differentiator with Sam's Club. Costco for me. There is a costco that opened up in North Dallas Area about 3 months back. We visit this Costco a lot because of our new baby during the time. This is a very busy during weekends. I have never seen any body yet that were upset with service. Staff is very courteous and always have a smile always.

Keep it up Costco! This is definitely your differentiator with Sam’s Club.

]]> By: DB http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-289795 DB Sat, 19 Apr 2008 20:58:49 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-289795 Bed Bath & Beyond, I have always received good service at Bed Bath & Beyond. Every store that I have shopped the staff has been so friendly helpful and courteous. Kudos to such a large chain store company they can maintain such a great employees. Bed Bath & Beyond, I have always received good service at Bed Bath & Beyond. Every store that I have shopped the staff has been so friendly helpful and courteous. Kudos to such a large chain store company they can maintain such a great employees.

]]> By: Billy http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/comment-page-1/#comment-287996 Billy Sat, 19 Apr 2008 04:50:24 +0000 http://allfinancialmatters.com/2008/04/18/question-of-the-day-customer-service-2/#comment-287996 As someone who took credit card applications over the phone for Citibank I'm glad (and surprised) you got good service. While almost everybody in my call center worked hard and knew their stuff, we were constantly getting calls transferred to us from Citi's other call centers. All we could do was take applications, but we'd get calls transfered to us about everything from stolen cards to bank accounts. People at our call center claimed the people answering the phones at Citi's main number got paid based on how quickly they got somebody off the phone. Whether this was true or not I don't know, but we sure got a lot of unnecessary transfers. In my experience the best customer service comes from locally owned stores. While the prices and selection at these places is usually worse than at big box retailers, it's nice to walk into a hardware store where the employees can tell you more about a product than where it's located. A surprising place I've gotten good service from is the pawn shop. One time while downtown I locked my keys in the car. My parents weren't home with my family's other car, so they couldn't drive down to unlock the car for me. I went into the pawn shop and asked if they had anything that could help me open up my car. The owner went into the back and got a slim jim (not the beef snack) and told me I could borrow it. A few minutes later I had my door open and my keys back. As someone who took credit card applications over the phone for Citibank I’m glad (and surprised) you got good service. While almost everybody in my call center worked hard and knew their stuff, we were constantly getting calls transferred to us from Citi’s other call centers. All we could do was take applications, but we’d get calls transfered to us about everything from stolen cards to bank accounts.

People at our call center claimed the people answering the phones at Citi’s main number got paid based on how quickly they got somebody off the phone. Whether this was true or not I don’t know, but we sure got a lot of unnecessary transfers.

In my experience the best customer service comes from locally owned stores. While the prices and selection at these places is usually worse than at big box retailers, it’s nice to walk into a hardware store where the employees can tell you more about a product than where it’s located.

A surprising place I’ve gotten good service from is the pawn shop. One time while downtown I locked my keys in the car. My parents weren’t home with my family’s other car, so they couldn’t drive down to unlock the car for me. I went into the pawn shop and asked if they had anything that could help me open up my car. The owner went into the back and got a slim jim (not the beef snack) and told me I could borrow it. A few minutes later I had my door open and my keys back.

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