Do your customer service policies need to be reviewed?
All of our services were switched: television, telephone and internet. We were up for a day and then everything crumbled leaving us with no service at all.
Unfortunately the drop in service occurred over the holiday weekend. My representative was away from the office enjoying her time off. Upon calling the 800 number we heard the following:
Sat: We will call you as soon as the problem is fixed later today. No call was ever received.
Sun: We have no record of yesterday’s call; let me give you a ticket number and I’ll call you back. No call came.
Mon: There is no record of your first or second call.
First thing Tuesday morning, I called Carolyn, our representative. She said, “Let me tell Management.” A young technician soon arrived to fix the wires. He let us know that the technician over the weekend connected some incorrectly and left others unconnected. However this technician could not fix all of it. He did let us know that an emergency meeting was taking place mid-day.
Later in the day an older and senior technician came to our site and Finally fixed everything. I called Carolyn to let her know the status. She thanked me for letting her partner with us to get the situation resolved. Without my asking, she then offered to credit our account this month. Having the internet back up and my account credited turned a bad situation into making me a happy client once again.
The initial poor service made me wonder if I switched to the right company. The later good service reaffirmed my decision. Good service is a part of your business development and marketing efforts because people talk. The good service will bring more prospects into your sales funnel and you will close more sale – they of course will be a Smooth Sale!
