Who are the Stars of Customer Service?

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electrik

17 posts

Geek

#135935 6-Jun-2008 11:13

Good service- National Bank (wiped all sorts of fees that were my own stupid fault) and always easy to deal with. That creepy horse freaks me out though.

HP is a mixed bag- Their roaming techs are great, know their stuff and are a pleasure to deal with. However the people who log the tickets are terrible! I once got a call saying a tech was on his way to change a motherboard, then got a confused phonecall from a receptionist in Auckland. Turns out they sent the tech to the wrong company in the wrong city! I suggested he fly down.

pebbles

741 posts

Ultimate Geek

Trusted

#135965 6-Jun-2008 12:57

I have to say someone who really stands out to me as an amazing example is geekzone's own Maverick

I have enver seen any other ISP to be so upfront with us, and even when WxC was a bit rocking and there were a lot of complaints about speed etc he has never once lost his cool or just disappeared off the face of the earth.

No I am not with WxC I will admit (my parents pay the bills so I can't complain) but in all honesty if I had the choice it'd be this company just because the are actually right here with us and willing to talk!

Maverick you really do stand out as an excellent example of what many companys should aim to do, be right their with their customers and willing to chat and debate with the rest of us. You're doing an awesome job and keep it up!

Well that's my 2 cents anywho

pebbles

741 posts

Ultimate Geek

Trusted

#135967 6-Jun-2008 13:06

Actually just thought of another one...

House of Travel in Lower Hutt has a really helpful woman called Kerry Benge
She has spent long hours dealing with my parents who have both finally retired and are about to embark on a round the world trip for four months. She has helped them so much the whole time and made their whole planning so much easier, and even when we realised we had made a mistake she was so helpful at changing everything and also goes the extra mile when it comes to all the extra bits of information or tips on getting round the airports and things to do while in transit.

So if you live in Lower Hutt area and are planning a trip she is definitely an A+ travel agent

wldhrs

40 posts

Geek

#137351 11-Jun-2008 14:35

WxC #1 for customer service even in the face of a demanding old ex-geek fossil. Agrre with pebbles that Phil is way out there on the bleeding edge of doing it right.

TelstraClear #-1 after a heldesk incident today that left me quite appalled.

I'd dropped my account with TCL back in Feb08, after keeping the email adresses available for 6 months or so to allow time for the change of addy to complete.

So not a TCL client for 3 months or so. Never a high spend client either.

Got a bill today with my address and account number, but a phone number different by a simple dyslexic swap.

Feeling generous, so call the helpdesk to say, "simple problem, not me, just letting you know".

Oh, cool, only a minute wait reported, if it had been the delay experience I've had in the past, I'd have hung up straight away and completely ignored the issue.

First level support doesn't cope with the problem, that's ok, it's out of the usual bounds, ask for his supervisor.

Supervisor insists that i must supply personal information, password, DOB, physical address not listed on the account.

I'm NOT a TCL customer.

TCL have used historical information to send me an account belonging to someone else.

I am not going to give anyone details of my personal life when I am not a client and I am going out of my way to help YOU resolve YOUR error.

So I ask for the supervisor's supervisor or anyone who will LISTEN to me instead of re-interpreting what I'm saying to match the screen prompts.

The situation becomes abusive and I'm told tht the "Privacy Act" is in play and that no-one else in the company will deal with me any differently.

So I hang up and call reception.

Fabulous response, give the receptionist a pay rise. And fire the helpdesk supervisor. And tell the helpdesk front line operative why his supervisor was bounced. The job is "I'm here to HELP you" desk, not "I'm more IMPORTANT than you" desk.

Get handed through to CHC helpdesk manager.

Not altogether comfortable with the icey undetones, but at least there is agreement that the problem is not mine. I put the phone down with the feeling that even though an agreement was reached that the problem wasn't mine, ownership of the problem wasn't established.

TCL management: set up an account with WxC, then cause a few random problems and call the heldesk. Then you'll see why you have got it SO badly wrong.

Disclaimer: I use WxC's VoIP across Skynet's wireless network, no other connection to WxC.

boby55

1539 posts

Uber Geek
+1 received by user: 38

Trusted

#137371 11-Jun-2008 16:00

Ascent

Never had one bad thing to say about them allway fast, with great service if something does go wrong

RedJungle

Phil Gale
1108 posts

Uber Geek
+1 received by user: 46

Trusted

Red Jungle

Subscriber

#138360 16-Jun-2008 13:19

AA Insurance - Having recently lost my vehicle after a drunk driver smacked into it (while parked on a street!). I have to say that AA Insurance have been excellent to deal with. They dealt with my claim very efficiently and were extremely helpful and friendly throughout the process.

A very happy customer here. Would recommend to anyone.

HP

Shop now for HP laptops and other devices (affiliate link).

phindmarsh

117 posts

Master Geek
+1 received by user: 1

#138761 17-Jun-2008 16:27

Toucan Computers on Willis Street

My macbook pro has a cluster of dead pixels on the left of the screen, and a few on the right. I took it to Magnum Mac and they said it would cost $60 just to look at it, let alone replace it under warranty. So I found Toucan Computers and the guy there looked at it, ordered the new part, sent me a txt message when it arrived. I dropped it off at 10am, and it was ready again at midday.

Amazing and fast

maverick

3594 posts

Uber Geek
+1 received by user: 80

Trusted

WorldxChange

#138769 17-Jun-2008 16:58

pebbles:
I have to say someone who really stands out to me as an amazing example is geekzone's own Maverick

I have enver seen any other ISP to be so upfront with us, and even when WxC was a bit rocking and there were a lot of complaints about speed etc he has never once lost his cool or just disappeared off the face of the earth.

No I am not with WxC I will admit (my parents pay the bills so I can't complain) but in all honesty if I had the choice it'd be this company just because the are actually right here with us and willing to talk!

Maverick you really do stand out as an excellent example of what many companys should aim to do, be right their with their customers and willing to chat and debate with the rest of us. You're doing an awesome job and keep it up!

Well that's my 2 cents anywho

aww shucks......

Thanks for the kind words.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

Dratsab

3964 posts

Uber Geek
+1 received by user: 1728

Trusted

Lifetime subscriber

#138777 17-Jun-2008 17:14

Contact Energy were really good to me a wee while ago when they hadn't read our meter for about 6 or 7 months, during which period me and the flatties received estimates. One day we received a bill (based on a meter reading) of just under $800 which was a bit of a shock. Contact kindly credited a decent chunk of the bill and allowed the rest to be spread over three months with no penalty.

WorldxChange CSR's have always been excellent.

Vodafone CSR's have usually been really good, and on the odd occasion something has gone wrong, someone else has always been able to promptly fix it.

Slightly off topic: As has already been said, CSR's, like everyone else, have their ups and downs. The callers do too, and their varying levels of frustration probably come through loud and clear to the CSR's. To this end I think a number of people who have bad experiences are, to some degree, probably masters of their own destiny - and no I am not and have never been a CSR. Having said that, I have also not ever gone through to India, the Philipines or Cairo...

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