Today I attempted to setup my new laptop on my home wireless network. It was supposed to be "plug and play", but it was more like "sluggish and slow". Armed with my phone, I sat down to make that "dreaded call" and try to zero out to a live operator.
After one hang up, I got a live person. Her name was Karen. She not only helped me with a temporary fix so I could connect my laptop on the internet while I waited for a service appointment from a technician, but she also ran through my current services and promotions. Karen also informed me of with me of the new promotions available.
I have three services with my cable company: phone, internet, and cable. As you can imagine, this was a lengthy call.
Karen was not even a bit pretentious on the phone. If she didn't know the answer she put me on hold (asking for my permission first) and then came back and gave me the answer. She laughed and made small local talk (yes she was local) crunched numbers and gave me her full attention and time.
By the time the phone conversation was over, I was a Karen evangelist and even liked my internet provider more.
Instead of rushing off to use my newly wired laptop, I asked Karen if there was a manager I could speak to and praise her services. She asked to put me on hold while she scoured her call center for one. About 5 minutes passed and she came back online to let me know she had just found her supervisor. Another few minutes and he was on the line.
It took a mere extra 10 minutes of my time to give Karen her due props. In the internet era the margins on ole fashioned customer service are chopped away by infringing measures to maximize "time efficiency". It forsakes the customer.
It is imperative to take the extra 10 or 15 minutes to recognize good service.
- Not because good customer service shouldn't be second nature. It sure should.
- Not because the employee will be given a 20% increase in salary. It's not likely.
- Not because you wanna be a kiss a_ _ . Stop raising your hand:-)
Because if you appreciate the dinosaur that is becoming good ole fashioned customer service, seemingly reserved for small town shops and mythical fairy tales, then you should take the time to commend it when you see it.
10 or 15 minutes is all it takes.
You don't have to bend over backward to pay it forward.
