[OfficeArrow]

Here at OfficeArrow, we've been talking a lot about the power of great customer service. For the next few weeks, we want to hear about your personal experiences. Share either your best experience or your worst - or both. We'll select a winner for each category; we're guessing these stories will be great!!

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[dblaisdell]

[quote=OfficeArrow;10616]Here at OfficeArrow, we've been talking a lot about the power of great customer service. For the next few weeks, we want to hear about your personal experiences. Share either your best experience or your worst - or both. We'll select a winner for each category; we're guessing these stories will be great!!

[Karen Loughman]

A quick comment: I think phone trees are the worst customer service options around. Period.

My worst experience was a time when I got caught in a circle of "customer service" representatives transferring me around the world (literally) and I had a phone tree menu each time I got transferred. It took almost an hour to actually talk to the right department, and then the person wasn't available so I left a voice mail. I never got a call back. I won't mention the company name, but it was a frustrating and time-wasting experience!

[Phyllis]

I had called Cricket's (cell phone company) customer service to ask a question. The person I spoke with had a strong accent and I have a minor hearing lost. I said, "I'm having trouble hearing you." As I was trying to add, "please speak a little slower" the CS Rep said, "If you can't understand me hang up and call back another person will help you thank you for calling Cricket have a nice day" Then promptly hung up! I went to a local Cricket store for help, since their phone customer service was so unhelpful. When I asked to speak with a manager I was told that the manager was out. I was told that the manager would call me. A year later, I'm still waiting for that call.

[Nancy in Madison]

I work in an office that gets a lot of incoming calls but relatively few walk-in clients. We are in the hospitality business and pride ourselves on exceeding customer expectations. It was quite a surprise when a customer came in during lunchtime a few days ago who wanted to drop off something for an employee on another floor. The employee was not responding to calls so the receptionist offered to take a message or find another employee to help. The customer refused to leave unless he could talk to the employee in person right then and there, and he quickly became angry and belligerent toward the receptionist who couldn't leave the phone to locate the employee. As the customer's voice intensified and his insults started to fly, I approached the two and asked if there was anything I could do to help. Although the customer was still angry, he seemed to be caught off guard by being asked a question. It took a minute for me to find someone who could help locate the person, and when she appeared, his demeanor had softened. I learned a valuable lesson about the importance of listening, asking the customer what they want, and having coworkers who help one another create success. He ended up leaving in a good mood and with our business agreement intact.

[Phyllis]

Congratulations Donna!

[blarrow]

[quote=OfficeArrow;10616]Here at OfficeArrow, we've been talking a lot about the power of great customer service. For the next few weeks, we want to hear about your personal experiences. Share either your best experience or your worst - or both. We'll select a winner for each category; we're guessing these stories will be great!!