Typically, I simply shake my head in amazement on the “customer support” I obtain. Fortunately, I hardly ever obtain poor service in a pizzeria. In reality, I visited each ends of the customer support spectrum this week — and the pizza store was on the profitable finish.
Let’s begin with the unhealthy, lets? Like many individuals, my residence cellphone, Web and cable tv connections are all sourced to 1 firm. The bundle saves me cash each month, and I haven’t had a lot hassle with my service. Till just lately.
My residence cellphone stopped engaged on a Thursday evening. On Friday, I known as my service supplier. It was late within the day, in order that they couldn’t get out to repair it that day. However they might ship somebody on Saturday. Sadly, I needed to be out of city on Saturday. I requested a Sunday appointment. I used to be advised the corporate doesn’t make calls on Sunday, which I understood. So I took a Monday appointment. the enjoyment: they’ll be there between 2:30 p.m. and 5:30 p.m. Good.
One drawback: they by no means got here. So I known as to unravel it. I used to be advised my appointment was truly for Tuesday, not Monday. The considerably mechanical woman on the cellphone defined to me that I by no means had an appointment scheduled for Monday. I had one scheduled for Sunday that I had been rescheduled to Tuesday.
“What?” I requested. “I assumed you didn’t do Sunday appointments.”
Because it seems, they do in reality schedule Sunday appointments when the issue is the cellphone, I used to be advised. Now I used to be actually upset. My cellphone might have been fastened on Sunday and I wouldn’t have needed to waste my time ready for the corporate to indicate up on Monday solely to seek out out they made a scheduling error and weren’t coming till Tuesday.
It will get worse. An organization consultant exhibits up on Tuesday and fixes my cellphone in two minutes. After he’s gone I notice that although my cellphone was up and operating, my Web was now down for the depend. So I name customer support as soon as once more and am placed on maintain a number of instances. Lastly, the issue will get fastened. Nobody had a superb reply for this query: “Shouldn’t the technician have checked that my Web and cable had been nonetheless working after he tinkered with the cellphone?”
A couple of nights later, I name my favourite pizzeria to put a pick-up order. The pleasant, perky voice on the road informs me that “We now have curbside service, sir. Would you want me to deliver your meals out to your automotive?”
It was chilly and raining. A no brainer for me. I pull into the designated spot 25 minutes later. I barely had time to get the automobile into park earlier than the aforementioned worker was standing subsequent to my window, an enormous smile on her face and two luggage of meals in her palms. I look as much as see how she noticed me so shortly and see the digicam pointed in the direction of the three curbside pickup parking spots. She obtained it proper the primary time and did so with a smile. I want my cable firm might be taught a lesson from my native pizzeria.
Finest,
Jeremy White, editor-in-chief
[email protected]
