Online Newsletter for Call
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XIX, Issue 11
Date: November 1, 2008 - The Quality of Customer Service
I recently had what I would consider to be an unusual customer service experience. Why? Because it surprised me--it was a positive experience, and the person gave me more than I asked for. The absolute definition of over deliver/perform and under commit. Or lagniappe which means to give customers more than they expect, i.e., a dozen donuts or bagels and you get 13 or sometimes even 14.
I was in the market for a flip video camcorder and Googled it and went to the various sites comparison shopping. I found a site that was easy to navigate and had the best price. And they had an 800 number to call which I did. I was going out of the country 10 days later and wanted to know when it would ship, which carrier, and where it was coming from to be sure I could receive it before my trip.
The customer service agent answered all my questions to my satisfaction. When I asked whether I should order it online or with her, I expected her to say it was quite easy to order online.
Instead she said she could take care of everything. When it became apparent that I was a new customer (because she asked me), she told me she was going to overnight the product to me, at no extra charge.
I was actually shocked. Ground shipping was free, overnight was not. But she assured me that because I mentioned I needed it soon and because I was a new customer, it would be overnighted to me and I would have it the next day.
That has never happened to me before! Very impressive. I felt very taken care of by this customer service agent, and therefore, by the company.
© 2008 Human Technologies Global, Inc. All rights reserved. www.human-technologies.com
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