Saturday, March 29, 2008

Customer Service









Crazy Cath awarded me the above award. Thanks! You just made my day, too. You're the greatest.

If you've read my blog often, you know I work in Customer Service. Our customers often amaze me. Likewise, many customer service reps and sales personnel drive me crazy, too, because of poor service.

You have got to see this clip about Outsourcing Service at Burger King. It's absolutely hilarious.

http://www.youtube.com/watch?v=YR_-aMVQWZI&NR=1

http://www.youtube.com/watch?v=YR_-aMVQWZI

Unfortunately, Wendy's near my house is just as frustrating. They don't seem to prescribe to the notion that the customer should actually receive what they order and pay for. They get very testy if you ask them for the item(s) they miss.

When I find a company does an exceptional job, I want to give them kudos. Today, I was given exceptional customer service. My eye glasses lost a pad yesterday and my eye doctor is closed weekends and evenings. I don't want to take time off work to visit him, nor wait until Monday. So I stopped by Lens Crafters. I've never been there before.

Lens Crafters took me right in, replaced the pads and adjusted my glasses for a nominal fee. Then they gave me a 25% off coupon if I want to buy my next pair of glasses from them. I bought some eye glass cleaner and they packaged it in a very pretty gift bag. All the time, the attendant was extremely polite and attentive and knowledgeable at her job.

All companies should study Lens Crafters customer service. As new manager of my company's customer service department, I have to improve our customer service and I'll be studying the good and the bad.

Thanks Lens Crafters! I'll definitely be back and singing your praises.

13 comments:

Sahasi said...

I think the outsourcing videos are very demeaning to Indians and Chinese. It is a joke made out of spite and malice.

Ashley Ladd said...

Sorry you feel that way. But I see this as a comment on customer service in general. Unfortunately, I experience the poor customer service more often than not lately, nothing to do with outsourcing. I don't know about other countries, or even other states besides my own, but in South Florida, I find way too much apathy on the part of selling companies, especially fast food places.

CrazyCath said...

You made my day giving me my second E for excellence so I HAD to let you know!
Well deserved. :0)

Amarinda Jones said...

Having worked in customer service for years, I agree that places like this Lens Crafter(?) are what customer service is all about. People will go back because they remember that little extra effort they put in

Ashley Ladd said...

So true, Amarinda. My boss is always preaching we have to give "Gold Standard Customer Service" and go the extra mile. Good customer service is not good enough. It has to be extraordinary or you lose the customer or in our case, donor. Lens Crafter (which is a big chain in my area) was an excellent example of this today.

wornoutwoman said...

Thank you for visiting my site. I'm glad you found someone that you could sing praises about...yay lenscrafters. It's such a rare thing in today's selfish society. No one cares about the customer anymore.

Kelly Kirch said...

McDonald's can't do anything right. I have literally only ever had one correct order from them. Burger King is usually right on but slow and rude. My husband is someone who will call up and complain until a free somethingorother is sent to us in the mail.

McDonald's is on my shit list.

Ms. Maxwell said...

Hi! Nice to meet you -- thanks for stopping by my 'ville to say hello. Dontcha just love when you get more than you asked for? And don't you then tell (blog) so many people about the good experience? And by the number of rants out there, the same thing holds true for bad experiences, but probably on a triple or quadruple ratio. There's some formula that says for every one person who tells a story about a good experience, there are ten people who tell about bad ones.

Ashley Ladd said...

There are two McDonald's I frequent quite a bit in my area. One is extremely efficient in the morning. The girl at the window is excellent. The other one, messes up a lot. I only go there if I'm in that area and the other one is inconvenient and lots of times I'll go out of my way to go to the other one. I like their breakfasts a lot more than the rest of their menu and that's when we usually stop - for breakfast.

Ashley Ladd said...

Yes, there's some kind of formula about how many people unhappy people will tell about a bad customer service experience. Unfortunately, it's far more than they'll tell about a good experience. Supposedly, the company is lucky (it doesn't usually feel that way to the customer service rep, however)if the customer lets them know and gives them a chance to resolve the issue, rather than just blab to their friends and everybody they know how bad it is.

Brynn Paulin said...

I like your new design. Very nice.

Brynn Paulin said...

I like your new design. Very nice.

Ashley Ladd said...

Glad you like the new design. I found this last night, blog hopping (what else?). I have to give kudos to Judith Shakespeare at www.judithshakespeare.com for this wonderful design and even for putting it up for me. Her designs are awesome. You must go and see for yourself. They're very affordable. If I'd known about her before, I'd have done this long ago.

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