Going the extra mile for a customerI'm so pleased to be able to follow up the last post with a story about someone who really made an effort to look after the customer. I was upgrading my phone last week. I've been using vodafone business email since it was introduced (with a lot of teething problems) as I'm often away from the office teaching, delivering training or with clients. I explained that this was my priority but a radio and camera would be nice to have as well. The chap in the phone shop showed me the Nokia 5800 and I have to confess I was hooked. Really clear screen (important for the middle aged!) and lots of great features. He put a lot of effort into setting the phone up for me and transferring all my information from my old phone. We couldn't get the e-mail to work but just in case this was my fault through putting in wrong passwords I said I'd bring it home to check. The passwords were correct so another hour on the phone to data support followed. Eventually the girl on the phone said she wondered if the phone supported business e-mail. I couldn't believe my ears so suggested that she and I stop wasting our time until that had been clarified. The next day I got a call to say it isn't supported despite the specifications up on the vodafone website clearly saying that it is. Another two and a half hours of back and forth and interminable voice activated requests that actually keep putting customers back to square one I finally had my old phone up and running again. So four and a half hours of wasted time for me to get back to where I'd started from - not happy! On Saturday I returned the phone to the shop and cancelled the whole sale as I'd decided to investigate moving to another provider. The same guy who'd served me was there and was extremely apologetic though as I pointed out he wasn't responsible for the poor specification information he'd received. A while later he called me to say he'd had a customer in the shop who had managed to set up her e-mail on the phone and that if I wished he could show me. Now I don't think that many people would have bothered to make that call. I think most would have decided to let an angry customer go and not risked getting in touch with her. I did go back to the shop and I'm now the happy owner of a 5800 with working e-mail at a cheaper rate than previously as I'm not actually using vodafone business e-mail to access mails. Vodafone has retained a customer they were on the point of losing. Good on you Daniel for going the extra mile and I hope your employers appreciate the effort you make. That's the kind of behaviour companies need to encourage if they are going to survive.
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