Customer Service

Customer service is an important aspect of any company. But let’s face it, not a lot of companies are getting it right.

Yesterday, I had to deal with 2 different companies customer service.

The first encounter really sucked. The individual on the other end of the phone didn’t care enough to listen to my actual question that she began spouting off an “answer” for something I wasn’t even calling about.

It took about 5 different rephrasing’s, sitting on hold, and plenty of frustration before she stopped trying to answer the question she thought I was asking and just listen to me. By the time I got my answer it felt as though I had done her job for her and I was eager to get off the phone and never call back again.

Thankfully, my second customer service experience went way better. And oddly enough it was at Verizon, where Josh and I found ourselves for about 3 hours yesterday.

Now before you think, “O my gosh! Three hours!” know that it only took that long because our customer service rep was trying so hard to help us.

In fact, we went in looking for one phone and ended up changing our minds to a different one because he was so knowledgeable about the different phones he sells. (Josh’s iPhone completely died yesterday so he needed a replacement ASAP).

And when I asked if there was any way that I could use my upgrade early so Josh and I would be on the same upgrade cycle, he called 3 different people trying to finagle my plan to let it work.

He was by far the best customer service individual I have seen in a long time! So shout out to the guy at Verizon on University in Madison! You were awesome!

It is so important to me to deal with knowledgeable and friendly customer service reps and when I have to interact with a company that is doing a great job of it, I get excited. The “chore feeling” of dealing with customer service goes away when you get to work with people who know what they are doing. Hopefully it won’t be long before companies realize this and make a stronger effort to improve theirs.