Posts Tagged ‘support’
In part, it’s the ability for a team or a member to turn a stressful interaction with a pissed off customer into something positive, by exceeding expectations and responding appropriately. It’s also “having your ears on” and being tuned into social media; then acknowledging your customers’ feedback no matter what it may be.
Jared recently asked us for some first-hand accounts and examples of Legendary Customer Service. Here’s mine…
Although I’d rather have a root canal than call into AT&T Tech Support when I’m having connectivity problems, I’ve got to give credit where it’s due. My most recent interaction with them restored my faith in their level of commitment to Customer Satisfaction. Here’s the story… and of course, the tweets I posted while it was in progress 🙂
One of my “Tweeps” had posted a link to his blog on August 11th, and no matter what I tried, I couldn’t get his site to load. Some other sites loaded just fine, while others, including Facebook, only loaded half the content (Facebook ads, unsurprisingly, remained unaffected). I did all the usual things any geek worth their salt would do to fix the issue: Hard boot the computer, power down the modem/router, and even wander into the dark and scary land of CMD to release and renew the IP address, flush the DNS cache, and try to determine if there’s a pipe or switch down somewhere. Nothing worked.
I got home from work the next day, and still had serious issues. With dread, I dialed Tech Support – and started tweeting… if for no other reason than to track the length of the torment I anticipated having to endure…
I sat on hold for 20 minutes before I got a human being on the line. I was quite frustrated and rather impatient, but I did my best to explain the “symptoms” to the TSR and hurried things along by confirming that I’d done all the things he’d normally walk a customer through on a Level 1 Support call. Then I walked HIM through a few things to show him why I thought he ought to just escalate me along to Level 2.
After nearly an hour, he finally transferred me… but he failed to mention that in order to get on the phone with a Level 2 TSR, I’d have to enter a credit card number. No way!
Once I got back on the phone with them, I calmly but firmly informed them that I didn’t need their pay-service Tech Support (basically, their remotely accessing my computer), that the problem wasn’t with MY computer, but THEIR network somewhere and I just needed someone to escalate my call to the proper people to address it. Apparently I was sufficiently persuasive, because I got one of those pay-for-play ConnecTECH guys on the phone without having to give anyone my credit card information. Finally, he saw with his own eyes that indeed this was a problem beyond the scope of Level 1 and transferred me up the chain.
After another 15 minutes on hold, Finally… Level 2! I admit, I’m a tough customer to deal with, but each of the people I dealt with during this process did their best to empathize with me. More importantly, they responded to my need to know exactly what they saw, where, and how it might be relevant to my particular issues. They kept me informed, which is the single most important thing to me when I’m asking for Customer Service.
After investigating, pinging and doing several other tasks to see the issues for herself, the Level 2 TSR found and resolved the issue on their end, and walked me through the few steps necessary on my side to get everything up & running again. I was so happy I nearly cried.
Three hours is a LONG time to be on the “wrong end” of a Customer Service call, but in the end I was satisfied that AT&T’s Techs did everything I asked them to do while assuring me that my concerns mattered to them and they’d see it through to the end for me.
The following day I got a Direct Message on Twitter from one of AT&T’s reps, asking if there was any way she could help (the power of the #___SUCKS hashtag!). I DM’d her back that all was well, and I made a point to publicly laud them for what turned out to be Legendary Customer Service.
If there’s one thing I think makes humans in general happy… it’s being acknowledged. AT&T’s TSRs recognized my particular issues as well as my level of emotional investment (frustration, impatience, distrust) in that call, and their service. It made all the difference in the world – and as a fellow human being, I recognize that a small acknowledgment of their taking such good care of their customers helps those TSRs be better at their jobs simply because it’s a nice boost to one’s morale to be recognized for a job well done.
And now, a Public Service Announcement for those of you who subscribe to SMS (text) messages:
“Fuck you asshole” is not a carrier-recognized command to be removed from a list you’ve joined.
However, the following keywords are required to work as an opt-out command:
So you might want to try those first, and if you’re still receiving messages you want to opt out of, maybe try “Help.” It’s surprisingly… um… helpful! You should also be aware that, since there are, y’know, regulations involved and all, the transactions (that is, your messages) between you and any given short code are in fact stored and time-stamped, so that if you want to report a spammer to the FCC, both you and they have proof of who did what and when. With that said, you might not want to text in something that could get you in trouble, or maybe made fun of on someone’s blog. 😉
Yury at Recess Mobile’s Writing SMS Opt-Out (STOP) Messages is also an excellent primer in the mandatory opt-out workflow, and geared a little more toward developers than marketers per se.
Me, I’m just a snarky old broad who finds inspiration for educational blog posts among the strange things that cross my desk during the day. Many a marketer’s SMS Inbox contains some gems worthy of MyDrunkTexts.com, that’s for damned sure! 🙂