Customer Service Tales

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When it comes to customer service, I believe that one nice person, one good service, on happy interaction is all it takes to make a bad encounter forgotten.  Usually it is the other way around but in some cases in this case it saved them.

I eat out a lot, I also order out a lot and I have very little interaction with the actual people at restaurants.  I do go to the same places more often that I should so technically for them I am the most important customer they have, they just don’t realize it.

Last night I called one of the places for take out and met possibly the rudest person on earth.  I was placing my order with Customer Service Girl “A” who had picked up the pone with a “what do you want?”  I almost began to speak and instantly was told “shut up”.  NO, obviously I was shocked.  I shrugged it off.  Girl “A” then proceeded to tell me that my cell phone “sucked” and that she could not hear me so I should start all over.  I began to recite my order again and once more was told to “shut up”.  Girl “A” then began reciting the wrong order to me and as I tried to correct her she told me to “shut up” again.  I am a level headed person but by this point I was ready to explode. I remembered the excellent training that we have and the professionalism that we meet our self storage callers with in our call center.  Fortunately it seems that a person nearby had heard and a nice girl , (girl B) came on  the line and took my order.  I thought about possibly leaving them with all that food, as I was still steaming.  My anger was so severe that I decided to go there and yell at them and let them know what a wonderful customer they were losing.

Here is where it gets tricky.  I got there angry and noticed Girl “B”.  She saw me instantly and apologized.  The manager ran to the front of the store before I could even ask.  He listened to my complaint and girl “B” backed me up.  I was in obvious shock.  I am then offered a free meal plus dessert.  Anger melted as the problem was resolved once more and willing to eat there every day again.

The moral of the story is that although everyone says one bad interaction can ruin the reputation and lose the customer, one situation handled well can strengthen the bond with the establishment as well.  Every call is a chance to make a customer happy even if it started badly.

Written by Nuria Logan PhoneSmart call center reservations specialist

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Your local self storage unit provider in 819 N. Eola Rd. Aurora, IL. 60504

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.