Now that's what I call "customer service"!
My 3-year-old PC laptop died in December. I prolonged the agony by buying a new hard drive (not cheap), but the same signs I experienced before it crashed began again. I don't know about you, but I couldn't make heads or tails out of the Microsoft "help" pages. Call me crazy, but I think help pages should help those who use them. But I digress.
After much online research and talk with owners, I decided that I might cross over to a Mac, but I'm not talking product here. This is about service. Not satisfied with just going online, I went to our mall's Mac store. The mall was empty but the Mac store? Packed to the rafters. Still, I was welcomed at the door, expressed my need, and literally within seconds, a staffer was at my elbow.
Scott assessed my needs and guided me to a machine--one I considered. I came armed with questions, including on the more expensive version, but he assured me for my needs the first was perfect. He patiently answered each of my questions in language I understood and didn't pile on the peripherals or up-sell anything I didn't need or want. Scott never rushed me but was so competent, I walked out with my shiny new Mac and skipped the PC kiosk.
Days later, I hit a glitch transferring data. I called customer service and cringed at when I got an automated menu. When I had called about my PC in the past, I was put on hold for ages and when finally connected, was transferred to different agents. One memorable agent got hostile when I didn't buy a $300 backup. Imagine my surprise when, after the second button-press, I got Philip! He helped me resolve my confusion quickly. A fluke? Different question, different day...same quick response.
Now I'm wondering why, if Apple can serve efficiently and cost-effectively (not off-shore) why can't other companies jump on the CS bandwagon? Instead of complaining about profits in a tight economy, hire locals to serve in the true sense of the word. Give only what customers need and want. That's the formula for loyalty, isn't it? And isn't it sad that good experiences are so few, they're noteworthy?
After much online research and talk with owners, I decided that I might cross over to a Mac, but I'm not talking product here. This is about service. Not satisfied with just going online, I went to our mall's Mac store. The mall was empty but the Mac store? Packed to the rafters. Still, I was welcomed at the door, expressed my need, and literally within seconds, a staffer was at my elbow.
Scott assessed my needs and guided me to a machine--one I considered. I came armed with questions, including on the more expensive version, but he assured me for my needs the first was perfect. He patiently answered each of my questions in language I understood and didn't pile on the peripherals or up-sell anything I didn't need or want. Scott never rushed me but was so competent, I walked out with my shiny new Mac and skipped the PC kiosk.
Days later, I hit a glitch transferring data. I called customer service and cringed at when I got an automated menu. When I had called about my PC in the past, I was put on hold for ages and when finally connected, was transferred to different agents. One memorable agent got hostile when I didn't buy a $300 backup. Imagine my surprise when, after the second button-press, I got Philip! He helped me resolve my confusion quickly. A fluke? Different question, different day...same quick response.
Now I'm wondering why, if Apple can serve efficiently and cost-effectively (not off-shore) why can't other companies jump on the CS bandwagon? Instead of complaining about profits in a tight economy, hire locals to serve in the true sense of the word. Give only what customers need and want. That's the formula for loyalty, isn't it? And isn't it sad that good experiences are so few, they're noteworthy?
posted by Maddox Smye at
9:26 AM
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