Bonus happy points to Verizon and UPS for two great customer service moments in the same day.
#1) I called Verizon to ask if I would have to pay roaming in Puerto Rico. I got a decent answer. Then …much to my surprise… the operator called me back to clarify what she told me and make sure I understood. I was floored.
#2) UPS missed a pickup, I called to complain, and asked for a supervisor. They told me a supervisor would "call me within an hour." Didn’t believe them. The supervisor, Mike, called me right back, as promised, took care of the problem, and followed up with 2 more messages to make sure everything was ok.
I wish I got their names so I could thank them properly. I was so surprised by the good service that I forgot to ask.
To all businesses, everywhere: Do your people have the authority and initiative to make people happy?
I’ve noticed it is quite difficult sometimes to give good feedback to a company. Most customer service centers are so used to (and set up to) handle nothing but complaints, they are as confused as can be when you call in to praise them.
I remember I called in the “How’s my driving” number on a big rig who was being very helpful in busy traffic and the rep said it was the first time in 10+ years on the job that anyone called in without a complaint. She said she would have to write my comments down on paper and follow up with her supervisors to figure out how to deal with me…