A few weeks ago I told you about my tale of being stranded at the Oakland Airport in Northern California. I revealed my frustrations in trying to get a shuttle bus to pick me up and the sheer lack of customer service I received from the company. (You may remember that the company left me stranded at the airport at 2 am with no way of getting back to the city). I talked about the fact that no one from said company seemed to care about returning my calls or answering my e-mails. Since customer service is an important part of telemarketing (remember telemarketing is the act of marketing your services over the phone – which includes making sure your customers are happy) I’d like to give you an update on what’s happened since. The purpose is not only a cautionary tale on improving the customer service experience as a whole ,but also a way of sharing what I’ve learned not to do with my own company.
I’d like to first say a big thank you to Tammy at the previously mentioned company. Tammy who was new to the position (she’d only been there for a few weeks) was also the sole customer service representative for that office. A fact I find both disturbing and appalling for a company of its size. Once I was able to finally reach her (I hate voice mail sometimes) I calmly told her of the situation and my frustrations with trying to find a resolution. Even though I was very calm at this point I was surprised by Tammy’s response. She was pleasant and empathetic and extremely apologetic. Now for those of you who have ever tried to get a human emotion out of customer service rep, you know that this is darn near a miracle. Customers are often made to feel that a bad situation (made possible by the company) is the customer’s problem and not the company’s opportunity in making sure their customer is happy. Tammy’s response was a revelation. Here was a young woman (I guessed she was in her early to mid twenties) and relatively new on the job and she ….gasp, cared about her customers.