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Great Customer Service Brings People Back

by Martina Wormuth on May 15, 2012

Last night, I was playing video games with friends when two of them (they live together) suffered some massive internet issues. They ended up being offline for 2 hours, missing something we had scheduled and feeling really bummed about it. When they finally got back online, one of them said “When we try and figure out who’s internet is the best, don’t even put us on the list.” They were on and off the phone with that company, and quite irritated. The worst part? That’s the only company to get cable internet from in their area.

This was the same company that I dealt with in college for my internet and cable services. There were several times that I deal with them doing some really, really stupid stuff that drove me crazy. One time, they sent a guy to my house to “fix” my internet, and he only made it look like he fixed it. That was one of the few times I’ve ever gotten irritated at a customer service rep, and we ended up getting free extended cable for a year.

Guess what? Their lousy customer service made me decide that, when I moved, I would get DSL. I’ve lived here for two years, and I’ve had 3 or 4 issues that got resolved within minutes of me getting on the phone with a customer service representative. People haven’t even had to come to my house. Their customer service kept me with them, even when I get irritated at the slow download speeds of DSL sometimes.

I recently went from a normal cell phone plan to a prepaid plan. I stayed with my same company, and, partway through this month, found out that I was unable to have a data plan with my type of phone. I called the company, and they immediately refunded and canceled that part of my prepaid plan. No questions asked, just apologies given. That’s why I’ve been with that cell phone company for 8 years.

This morning, I read a story about a Australian gaming store that filed for the Australian equivalent of bankruptcy. Last night, one of the biggest pre-releases on record came out in stores (Diablo 3) . This game store is not going to refund the pre-release orders. Blizzard, the company that made Diablo, stepped up to the plate, told people to order Diablo 3 online this week, and that they would give them back whatever they paid on their preorder. That is awesome customer service, friends.

Here’s what we can learn from each of these.

1. React quickly to bad situations. If something bad happens, fix it, and as soon as you can.

2. Be consistent… in a good way.  If you do something a certain way, keep doing it that way, unless it’s really not working. Then correct it.

3. Show your customers that they are valued. Blizzard showed the world that they care about their customers by doing that. It’s great PR, and it’s a surefire way to keep those longtime customers or clients.

What are your good customer service stories? What companies have stood out to you over the years? You can share your bad ones too, those are always fun to hear. Are you always up to snuff with your customer service? Leave some thoughts in the comments and have a great day! See you back here Thursday.