Thursday, February 12, 2009

Actual Customer Service

How many times have you called Customer Service only to get anything but service? I've certainly had my fair share of those experiences! But today, I was pleasantly surprised by a phone call from a company asking how they could make my experience with them better. What? Did I hear that right?

I use a product which requires ongoing service from the supplier. Not in a bad way--it's just that the product is a monitoring device, and I have a contract with the company to continue to monitor the unit for me.

Two days ago, I got an email asking for suggestions, requests, or testimonials. I have used similar products, and because this product and service has been so superior, I was more than happy to give a good word. I also submitted three suggestions that I thought would make my experience even better. Lo and behold, I got a phone call this morning telling me that they had implemented one of my suggestions, they suggested an alternate remedy for my second request, and they are looking into implementing my third suggestion.

This product has been very reliable and I've had no complaints. With these new additions to my service (which they implemented for FREE!) I am sure to be an ongoing customer.

Now that's what I call SERVICE!


honeypiehorse said...

How unusual. Usually US service is OK but proactive is better.

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