Yes, you read that right. I was bowled over when I received customer service that went beyond the call of duty by my mobile phone operator, Phones4U.
I recently received an upgrade on my phone but for one reason or another was sent the wrong phone. When I rang Phones4U at teatime on a Friday, I assumed I’d be waiting in a queue for at least 5 minutes, but was instead put through to an operator straight away. They took my details, listened to my complaint and then transferred me to someone in customer accounts who would sort out swopping my phone for the one I wanted.
Given past experience with other phone companies, I was expecting to have to put up a bit of a fight to get what I wanted but the woman I spoke to was very apologetic for the mistake.
She asked if I would mind using my current sim card and handset for a few more days while they posted an SAE for me to return the phone they’d originally sent me. She was sorry that I would have to pay the postage for sending it back to them but they would include a cheque for £6 to reimburse me for this. As soon as they receive the wrong phone they’ll put the new, correct one in the post straight away.
So why am I so taken aback by this incident? Because it is so rare. How many times have you had to get on the phone to sort out a problem and been left fuming as you are put on hold and then passed from one person to another having to re-confirm your details and re-explain your story every time, that is if you don’t get cut off and left to start all over again.
Customer service matters and if your business gets a reputation for good customer service it will guarantee you customers.