Dave wanted to leave a compliment for a an especially helpful Verizon customer service representative. However, Verizon’s own system thwarted his good deed: Verizon’s customer service compliment line has a full voicemail box and can’t accept any more praise.
We thought our love for Wawa was deep and true, then we read this lengthy column in the Washington Post about people getting married at a Wawa or flocking to the stores on 9/11 to regain a sense of community and normalcy.
As the economy tanks, we keep seeing examples of companies cutting more corners on customer service, and especially becoming less cooperative when it comes to resolving a problem that involves billing. That’s why it’s nice to see a business not only respond quickly, but in favor of the customer. (It’s probably no surprise to you that it’s a small business and not a corporation.)
I have a first generation Nintendo Wii and I recently bought the game Boom Blox for it. When I put the game in to start playing it would often lock up at the health warning screen and I would have to restart my Wii by unplugging it since no other method would work.
Before asking customer service representatives to tackle thorny issues, win them over by first offering to praise them at the end of the call. According to Psychology Today, the offer establishes a reciprocal relationship that CSRs will try to honor, even if solving your problem takes, ugh, work.
We’ve had no less than 20 people email us to congratulate Netflix for apologizing after their shipping system experienced some delays. Here’s the email and some comments from Netflix’s customers:
Bombay Furniture might be a bit laid-back in their customer service department. It might be a bit hard to get them to do something. But it’s sweet that they’ll take responsibility for other companies’ fuck-ups to guarantee your satisfaction.
We’ve figured out the Apple Store Genius Bar: All the good service techs work in Ohio. That’s the conclusion we’ve reached from Daniel H. Steinberg’s heaps of praise over at O’Reilly’s Mac Dev Center.My machine initially came up registered to another user.
Tom Bartlett writes letters to companies. Not angry, abusive letters full of bile and ant eggs, but gentle missives filled with light praise. They’re really not anything special.