http://www.joelonsoftware.com/articles/customerservice.html
This article is great food for thought.
I am interested in your experiences as a customer;
Did you find the service you received was acceptable?
If you were asked to complete a customer satisfaction survey, how would your respond?
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24 comments:
I recently had an unforgettable experiance at Jean Burger, a Poutinerie back home in WakeField, Quebec. I was personnaly escorted by the owner to the patio outside to enjoy the scenere over les collines de la Gatineau. The owner is always to be seen in her shop, greating the guests with a big smile, I think her name is Rollande. Jean past away. I would have to suggest to anyone who hasen't experianced Real Quebec Poutine that you get an all around satisfactionary meal and customer experiance at Jean Burger. You can choose to eat on the run or sit down on the patio or inside on a cold snowey night with 50's french decor. They have everything from milkshakes to pogos, killer BLT's and my personal favorite that I had every night drivin home from work this winter, FAMILY SIZE POUTINE, EXTRA CHEEZE accompanier de 2 Pepsi S'il-vous-plais! With lovely service on top of that. I would have to conclude that Jean Burger is essential for a pitstop if your going north from Ottawa to.. Maniwakee, St.anne des plaines, St.Eustache, Val D'or or Timmins Ontario! I rate it like 7.34/8.22.
THE ONE ON TOP THERE IT WAS ME, Im not too sure that was the format but I give it a shot, tried to make it relate to the artcle... good luck to the rest of you gang
Dearest Kj,
I will begin with the worst experience i have had in the customer service industry, has got to be at stitches in the Collingwood mall. Working in the Georgian mall i have first hand experience dealing with customer and the way that we were trained in serving customers is of high standard and i feel that if i give out a large level of service that i should get it back. So i went into stitches it was 5pm on a saturday which was 1 hour before the mall closed, i was getting a hot outfit because i had a date that night with a sexy man at a bar. so i went up to the sales associate explaining my situation and she informed me in a monotone of the mall hours. So i walked away, doing my "thang" shopping and i asked for a fitting room and had to wait 5 min after i asked her. I asked for different sizes and she said that they didnt have them but as i looked myself i found them... hmm wierd eh? I commented on the service after i bought my hot outfit (damn i looked good hahah) and she gave me a dirty look. So that was my bad experience.
Aside from my bad experience it was almost hard for me to thin about my good experience. It had to be when i bought my snowboard. #1 the guy was very attractive and #2 he sold me a QUALITY item for LESS. So i went to gates and boards to look at a new board, i was kinda scepticle that id find one. but i was introduced to salomon and the board that he sold me was really good and i also bought bindings and boots (which SUCK) but the service was amazing. he explained everythign about the board, boots and bindings. he helped me set it up and get my lock for my board. We also got a really good deal on my board by buying the combo. I was very satified by my purchase but i actually wasnt satified with my boots, i needed orthodics in them which were an extra $90 but he gave it to me for free! so although it wasny out standing service it was memorable to me.
CHEERS
I dont have bad experiences, im too pretty!
Bell Sympatico.
i started to get bad internet connections and the internet would fail and after spending about 10 hours on the phone with Sympatico support, they canme to the conclusion that the problems where with the wires to the house. It was about 10 or 12 calls to people in India, they were helpful, they jsut didnt know the full problem. So they came out ans switched the wire and then 6 months later the problem came back. After another 4 or 5 hours on the phone again, we said ***** it and cancelled our account with them.
i would have to say that my worst experience in the customer service side, as a customer would be one time i went into future shop looking for an all in one printer for my father and i was looking and looking and i asked someone were i could find the all in one and the lady just pointed out in the to a very general area of the store with no explanation then she turned around and left, then once i found them 10 minutes later I needed help finding the right product for the user, so then i had to look for another person to give me assistance with that so after 1/2 hour waiting for that 2nd person i got a very brief and short explanation on 2 out of the like 10 or 12 all in one printers... Being part of the customer industry with my previous jobs and that would not be acceptable customer services...
On the flip side of things i believe that one of my best customer service experience would be last season when i was on the run looking for snowboard boots to fit properly with my orthotic, so i checked out G&B and the service was wonderful they pulled out various models to accommodate one the cast that i was wearing at the time and to fit my boot insert properly, thumb up to them !
Last Fall i ended up breaking my cell phone and so i sent it into bell mobility. i have had recent bad experiences with Bell. When i out it into the store i was told that i would recieve my new phone in 2 weeks. 3 weeks later i had not recieved my new phone yet so i called and they said they were on back order and gave me some kind of horseshit reason. so i said ok, please send it to me ASAP. i waited and til 6 weeks and called back and they started giving me more bullshit excuses on why they hadnt sent it yet. finally i resolved it after 8 - 10 weeks and recieved free internet and text mesaging and free Fab 5. i dislike Bell mobility's cell phones. and just recently i was told that i cant recieve and upgrade til March 2010 when im supposed to recieve one thi month(September).
One time I baught a new Peter Line Forum snowboard and needless to say it cost a pretty penny like most boards. After 3/4 of a season riding it, it stated to crack on the top sheet and the edges were cracking as well. The 4 hole slider sytem had failed me and one piece fell out so I had only three screws. After I called Forum snowboards they basically just told me I was screwed and that they wouldn't cover any of the dameges. I was pissed, I'll never ride a forum again just because of that.
Eric Corbin
I had a very bad experience this one time i was at Dennys a resturant in Flordia. The watress that i had was either not having a good day or was just an all around mad person. She first was very rude to me and my whole family, but that was not all she got my order wrong two times in a row so i had to wait an hour to eat.
I have had many great experiences but there is one that I was most excited to tell you all about. This one time when i was at The Board Shop an amazing snow skate shop in London I was shopping for a snowboard many years ago and i was not very knowlegded on any of them. There was a very nice employee that gave me all the knowledge that io could posible need for any boared i asked about without even reading the board. After he helped me with everything he even gave me a 30% discount because it was my first board.
Scenario: Worst Customer Service
My friend and I were out for dinner at the Swiss Chalet in Owen Sound. Our server gave us the wrong order. I was friendly and told her that it was the wrong order she said ok and took it away. FIVE minutes later she returned with the exact same orders!
I said again nicely that this was not the food that we had ordered. She replied " If you don't want this order thats too bad because all the cooks are outside smoking. So there is no one to cook your proper food order. You have to eat this or nothing." I told her that I did not wasnt to eat that food and that I wanted to speak with her manager. The manager asked what happened and had the cooks cook us a new proper order. All he did to compensate was give us our meals free.
I have not returned to Swiss Chalet in Owen Sound Since!
Scenario: Great customer service
I called to book a stay at the Days in Niagara-on-the-lake. They asked me if I would like to upgrade to a free breakfast for the same price. When I arrived at the hotel that retaurant was closed forthe season. So to make it up they gave me two free breakfasts at the Hilton across the road from the hotel.
I thought that was great customer service!
Negative Customer Service Experience:
During the winter, I had my placement at Devil’s Glen in Glen Huron, ON, just outside of Collingwood. Generally about once a week, a large group of us (between 15 and 20 people) would eat out at a restaurant in Collingwood, these locations varied.
One Monday, we decided to return to Kelsey’s for wing night ($15.99 all you can eat wings) as we had experienced wing night there in the past and the experience was relatively good.
This particular visit to Kelsey’s was not positive. Right from the beginning, our server seemed very displeased that she was assigned to look after our table. Her facial expressions and body language indicated this at every move. In many cases, I felt the way she spoke to other people at my table was inappropriate. The service was robotic, and displeasing. I find it very difficult to enjoy myself at a restaurant if the person serving me my food is a “Debbie downer”. I ordered the wings and ate a considerably amount, I did not however, eat the fries that were served with my first order of wings. I did not think it was unreasonable to ask to take my fries home (I understood that taking wings home wasn’t permitted, as is the case for “all-you-can-eat” items at restaurants). The server responded with a simple and firm “no”.
Although displeased with the service, I justified the poor service or tried to look at it positively: perhaps my server had experienced something that day that I don’t understand and for her last shift she was assigned a table of 15-20 peoples aged 18-24.
Although I may eat at a Kelsey’s again someday, it likely won’t be the Collingwood location.
Positive Customer Service Experience:
Prior to beginning my summer semester, I decided to invest in a laptop. Along with my laptop, I ordered Microsoft Office 2007 (Home and Student edition). For whatever reason, despite my best efforts, I could not get the proofing tools in any of the programs to work.
I managed to put up with this all summer semester, using online proofing tools instead. Finally, just before starting my third semester, I called a Microsoft 1-800 customer service help line.
I first talked to a female associate who created a case number and had me describe my problem. She then notified me that I would be put on hold briefly (less than 5 minutes) as I was connected to a tech specialist. This proved true, as I only waited briefly before talking to another person.
Although at times hard to understand and he used “Mr. Shedden” compulsively, “Mike” was very helpful and managed to solve my problem.
After briefly troubleshooting, Mike asked my permission to have control of my desktop. He directed me to a Microsoft website where I clicked a link to download a program that allowed me to give him permission to access my desktop. As soon as it was activated, I was able to see mike Navigate Word to further troubleshoot and identify, and fix the problem, which he was able to do so successfully.
After fixing the problem, Mike restated the case number, asked if there was anything else he could do, and ended with thanks.
This was a positive customer service experience. I have had MANY less than positive experiences dealing with customer service help lines however, Microsoft managed to significantly exceed my expectations. I was also impressed with the technology they utilize in their customer service such as the program that allows a tech in another part of the world gain access to your desktop.
The best customer service I think I have ever experienced was at a board shop in Chicago called Shred Shop. The staff were extremely friendly and natural, almost as if they weren't even on commission at all. The store had the best selection of snowboards or skateboards I've ever seen, and just about everything I picked up the staff gave me a huge discount on. One girl gave me like a play by play of each skate video that they had on sale, and then hooked us up with a friend of hers to show us around to the concerts we we're going to. Online or in the store, I would definitely recommend Shred Shop to anyone looking for new gear.
Good - When my xbox broke (over 50% of all xbox's break). I called xbox and they told me i would have to pay $100 to get it fixed but they gave me a controller and a xbox live subscription for my troubles. Also when i sent it in I recieved a new one in a day.
Bad - When my computer started over-heating i called dell. Because i have an xps i get North American tech support, which is good but they said that my computer has a common flaw and i would need to send it in for 4 weeks. I told her that i need my computer and if i could pay to have a tecnitian come out, she said no because I didn't purchase the in house service plan for my warenty. Then i asked if i could fix it my self and she said that would void the warenty. So basicly I would have to lose my computer for 4 weeks becasue of a design flaw.
- Mike Brazil
Sorry i forgot to write a good experience, so here it is.... I once went into Garage in the Georgian Mall. When i walked it, everyone working on the floor looked up and welcomed me into the store and told me if i needed any help with anything that i could jsut ask. They made me feel welcomed and not intimidated to ask for some assistance. So i was trying on 2 pairs of jeans and a few tops when i found that the jeans fit differently than i am used to. so a lovely lady came up to me and helped me in finding a pair of jeans that fit nicely and was what i was looking for. when i went to look on the floor for the right size jean, i couldn't find any sizes. She went out of her was to find my size, which was in the back room. After she brought out the jeans she asked me if there was anything else that i needed and helped me find a nice sweater and a top. From all her assistance she made my shopping experience a good one. Defiantly will go back there!
My most memorable positive experience would be the time I went out for lunch with a few friends to Licks. my friend bought his meal and the total came to six dollars and change. i ordered the same thing but with cheese on my burger.
she charged me something ridiculous like 11 something. when she asked for the money i kindly asked why my meal was almost double the price when i only asked for cheese. she quickly checked over the bill and appologized for the mistake. she then offered to give me the meal for free. I kindly took the offer and ever since iv been to licks since, iv had great food and service.
My worst experience would be at a bike shop i purchased a bike from a few years ago. i spent quite a bit of money on this thing and i was having problems with it. things kept breaking and it was a hassle because id have to ride all the way down town from my house which is in the north end. the ride down is not too bad because its downhill but the way back is brutally tiring on a bmx bike.
the guy who sold me the bike then stopped servicing the bike becuase of how often i came back with an issue.
i found this unfair and addressed him about it. he was rude and was stubborn about repairing my bike for free. i will never purchase a bicycle there until a new owner has come about.
My worst experience as a customer was at a Pizza Hut establishment on my way to Long Island New York. We were greeted with little to no enthusiasm while having to wait for our menu's for 10 minutes in a very apparent dead restaurant. We were seated in a booth with a clear view of the kitchen. After our waitress brought out some watered down Pepsi I caught a glance of my friends spaghetti being tossed and placed numerous times on another employees head without a hairnet or cap. We did not eat or ever return to that Pizza Hut..
This one time way back when i was just a youngster, i went to this restaurant with my family, and it was just brutal, they had no food that was on the menu, like 3 different orders until you got one that they could actually give you. then when they gave it to you it was awful, as well the entitre place was a cmess and even worse, there was no kids menu!!
Last year, about a month after purchasing a brand new burton board at the toronto ski and snowboard show, I broke it. I was very disapointed so I gave burton a call. Once someone picked up I new from his response that he was going to be pretty friendly, when he said "whats up man, how can i help you"? I told him the whole situation on how it happened and how it wasn't long ago at all. Right away he asked do you have your receipt? I said yes, then he was like alright well send it here today, it'll be here tomorrow, and we guarantee only 48 hrs here and you'll have a brand new one by the end of the week. Friday came along and what do you know, a brand new board waiting for me.
A recent bad experience i've had was at the tim hortons in the school believe it or not. I was in line, they announced they were closing in 35 minutes and the sandwich station was closing in 5 minutes so if you were ordering food make it quick. So 2 minutes later when i get up to the cash, i ordered a sandwich which seemed to be fine, but once i asked for cheddar cheese on it and a different sauce that usually comes on it, the older lady at the cash looked at me in disgust and shook her head at me like i was asking a terrible thing. I really didn't care because i knew how bitter they are, i just tried not to laugh.
Good- During last years snowboard show I was looking for a snowboard to start off the season with. I had looked at allot of boards throughout the day and couldn't really set my mind on one i wanted until a guy about 28 approached me and asked if he could help me, i told him i was looking for a board but couldn't find what i wanted, I continued to tell him what i was doing that year and what kind of riding i was into. He was able to pick me out a board that matched my riding style. He was able to tell me everything about the board and give me a discount in the end.
Bad- A trip to the states with an elementary school was going well until we went to Mcdonalds. I ordered a happy meal and a Coke. But they gave me Iced Tea witch by the way isn't Canadian Iced Tea. I went and told them my problem and the woman i ordered it from told me I had ordered what i got i was pissed and i never got my Coke!
Good Experience :)
Back in my hometown of Cornwall, my classmates and myself, would go to Wendy's at lunchtime. If we were extra nice to the manager, (aka. flirting) we would be rewarded with free frosty's! I feel like this was good customer service because i would be enlightened with a smile, as well as 1 frosty richer!
Bad Experience :(
As for my bad experience, again in my hometown, when i would go to a certain mac's to get smokes, the clerk wouldn't accept my health card, and my drivers license. I feel this was poor service because i was actually of age and they wouldn't sell me smokes!
i would have to say the best customer service experience iv had was recently at ciniplex. wile watching inglorious the camera stoped working for about a minute. not even a problem realy they had it fixed in no time. but on our way out they wer giving everyone free movie coupons. best thing about this is it was cheep night:)
I think my worst customer service experience would have to be with blockbuster calling me and telling me I was to pay for two games i never even rented. they went as far as to call a collections service before i ever herd from some one in the store. safe to say io sorted it out but real what hasle for no reason.
One of My best experiences at a restaurant would be at The Mad Hatter in Orangeville. They always make sure i am taken care of, that i am happy with what i have and not waiting a looong time for my meal. The people that work there have great personalities and are very friendly. i go back there all the time and have nothing but good things to say about it. I'm not exactly what else to write so, here it is.
If your ever in Orangeville and Want a great place to eat, i suggest The Mad Hatter.
For Worst, Bell/Solo mobile. I've been with solo for probably 4 or 5 years now and i'm starting to have problems with the cell phone i have now. it turns off when it wants, the liighting flickers on and off whenever it wants, i get a billion dupicate text messages and the battery life sucks. Ive called them about my issues and all they say is, you still have to be on your plan for another year before you can upgrade! uh yeah right! as soon as i have the money for it, im getting a new phone and possibly a new plan.
Good customer service experience:
Recently purchased a MacBook Pro from Future Shop here in Barrie, and I was very happy with the service I received. The CSR that helped me was always so pleasant to talk to. I came in a total of 3 times before I finally decided to purchase and dealt with the same girl each time. She knew the answer to every one of my questions and was instilled my confidence in Apple. There was a specific sale where I would also get a free printer with my purchase, and I chose to buy on the last day of the deal. So the CSR helped me get a Future Shop credit card approved, and held the deal over for one more day so I could get everything that I wanted at the price that I wanted. Go Future Shop!
Bad customer service experience:
One bad customer service experience I had would have to be at the popular bar/nightclub called The Queens. Now normally I'm not too picky about the drinks I order at the bar, but when I order a Jager Bomb, I expect a Jager Bomb. Usually the drink is served as a shot glass full of Jager, and a separate cup with Redbull in it. The drink costs roughly $7 at the bar, and for that price I expect no less than what I have described above. When I ordered four Jager Bombs at The Queens one night, I got quite the surprise. For $7 each, I received four big cups with what I assumed was the equivilant of a shot of Jager in them, and one cracked Redbull can. I looked at what I had received, and asked her what exactly it was. The bartender exclaimed with a dirty look on her face, "four Jager Bombs." I was shocked at this disgrace, and to this day I have never since spent a dime at that bar.
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