Good Customer Service
Posted: 23 May 2008, 17:43
Reading about timagro's bad experience with Flight 1 in this post: http://www.cbfsim.org/cbfsim/cbfsBB/vie ... 32&t=13778
reminded me of a couple of bad things that happened to me recently. Obviously things will go wrong from time to time, but it is how a company deals with the problem that makes them stand out. It's natural to complain when things go wrong but I think good service should be praised as well. It's just harder to motivate yourself to write about it. So here is praise for Novatech, Parcelforce, Barclays Bank and Tesco Personal Finance.
1. Ordered a cheap graphics card from Novatech for a friend to be delivered to his home. Within two days the tracking page on the Parcelforce website showed it (wrongly) as delivered to his wife and displayed an incorrect electronic signature. After checking with the neighbours he emailed Parcelforce and I phoned Novatech Customer Services. The girl at Novatech apologised and said it may take up to 24 hours to sort it out! First thing next morning it was delivered and within an hour was followed up by a phone call from Parcelforce checking that it was OK and explaining that it was the driver who was at fault and did we want to take it further.
2. I pay my Tesco credit card bill every month on their website using my Barclays debit card. Last month I noticed on my on-line bank account that the debit had been taken twice with the same reference number although my credit card account had been credited only once. It was a Saturday evening but Barclays customer service said that they would open an official dispute over it but said it was usually quicker to call the company who had submitted the debit. TPF took the details for their dispute section to look into on Monday morning. Within a couple of days I had received a completed dispute form from Barclays for my signature plus the full amount temporarily credited to my bank account so that I would not encounter difficulties pending settlement. I had also received a call from TPF confirming the error on their website and an option of how I wanted it repaid!
Like I say, we all accept that things go wrong, but when problems are handled as efficiently as this you realise how some companies appreciate their customers and deserve the praise.
Cheers
Ian
reminded me of a couple of bad things that happened to me recently. Obviously things will go wrong from time to time, but it is how a company deals with the problem that makes them stand out. It's natural to complain when things go wrong but I think good service should be praised as well. It's just harder to motivate yourself to write about it. So here is praise for Novatech, Parcelforce, Barclays Bank and Tesco Personal Finance.
1. Ordered a cheap graphics card from Novatech for a friend to be delivered to his home. Within two days the tracking page on the Parcelforce website showed it (wrongly) as delivered to his wife and displayed an incorrect electronic signature. After checking with the neighbours he emailed Parcelforce and I phoned Novatech Customer Services. The girl at Novatech apologised and said it may take up to 24 hours to sort it out! First thing next morning it was delivered and within an hour was followed up by a phone call from Parcelforce checking that it was OK and explaining that it was the driver who was at fault and did we want to take it further.
2. I pay my Tesco credit card bill every month on their website using my Barclays debit card. Last month I noticed on my on-line bank account that the debit had been taken twice with the same reference number although my credit card account had been credited only once. It was a Saturday evening but Barclays customer service said that they would open an official dispute over it but said it was usually quicker to call the company who had submitted the debit. TPF took the details for their dispute section to look into on Monday morning. Within a couple of days I had received a completed dispute form from Barclays for my signature plus the full amount temporarily credited to my bank account so that I would not encounter difficulties pending settlement. I had also received a call from TPF confirming the error on their website and an option of how I wanted it repaid!
Like I say, we all accept that things go wrong, but when problems are handled as efficiently as this you realise how some companies appreciate their customers and deserve the praise.
Cheers
Ian
