Dealing with Americans

[DaveM]

Over the last week I have had to phone American help desks for various issue mostly with our transfer of our host. My last call a few minutes ago was to Yahoo over a billing query. I had a domain name that was supposed to be cancelled some time back and I just noticed that I had once again been billed for it. So anyway I use my Skype account and phone the toll free number. It did take a bit of time before they answered but we are use to that here in SA. Frank answers and I tell him my sad story. Within a few minutes after verifying my account the money is returned to my credit card. This guys was so friendly and helpful and for us this side this is quite something.

My other dealings with our new host were just as pleasant so :y18: to you all you guys have great service :y115:

 

[otherwise]

Dealing with all people involved with customer service.

One of my incarnations was with Australia Post. Two or three times a year I'd be called to the managers office for a "well done". He pointed out that people tend not to ring in and say that you have done a good job. He figured for each positive phone call at least fifty others think you do a good job but didn't get around to recording the fact. The result was when the odd complaint came in it went to the scrap bin because people are too eager to complain. It was considered I was always the one in the right and the customer just a nut case.

The moral of the story, as a customer I regularly note the name of people giving good service and make sure the supervisor gets a call or letter.
The unintended result of this is when you go back to that place the service is even better than the first time. What goes around comes around.
Also if you think a complaint is in order, firstly point out the praise you have given to other staff in the past, this gives you street cred.

 

[CarlS]

Kevin, Mae Lyne is really good about doing that. When possible, she will speak to the supervisor on the spot. And you are right; we should all take the time to do so.

 

[RAFIKI]

Maybe I have been lucky but I don't have problems with service in South Africa.I have found that if you start off on the right foot with them they tend to be more helpfull.On monday I phoned the roads dept to tell them about a trench accross Homestead ave and was told that it would be fixed by Wednesday.It was and the guy phoned me to see if I was happy :y115:.I find that as soon as a person starts becomming aggressive with me it gets my backup and I switch off.

A while back Discovery Health invited Brokers into the call centre to hear how the staff are talked to by clients .I was shocked at how,with no reason the clients were discustingly(word?)rude .Shouting, swearing etc .I would have hung up.

 

[DaveM]

Yes I agree they way you treat them will be the way they treat you. I will also go out of my way to complement good service

 

[Gromit]

Yup Rafiki - what ya gives is what ya gets! I deal with Home Affairs all day every day - if I go in there with attitude, my applications go to the bottom of the pile - if I go in there asking for help instead of demanding, I get my permits within days. You should hear how the immigration staff at Home Affairs are spoken to - wow! It's disgusting.