Aug
06
2009

Free Year of Freshbooks.com

Give me your best customer support story in the comment section below, and I will pick the best to win a free year subscription to http://www.freshbooks.com

Viewing 6 Comments

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    Costs For Uggs--What It Costs?


    -->Are you lusting after a few (or even more) Uggs (UGG Australia) boots and if so, you're in good company, as girls and women of all ages, especially with the simple, slipper-like design of these sheepskin ugg boots, which are relatively easy and very comfortable to wear. And they appear to be affected. Some men are also jumping on the trend and luxury UGGs? Australia, the brand also offers a range of contemporary styles for them.


    -->Could you mind giving everyone loves from ugg-boots? There are so many types of uggs, ugg bailey button,ugg classic tall, ugg classic short, ugg classic cardy. How to choose your favorite? Or do you really want to one uggs regardless its style? Despite their design is awkward and slipper-lile, Uggs is one of the few stations that are of general interest, have argued that cross generational lines.


    -->Young people, students and young mothers and the Middle Ages, the original Black Ultra Tall UGG Boots, seem pulled the fleecy-lined boots that are manufactured in Australia, with the best materials. Are you sure that your feet warm in winter without socks, and cool in summer so that is more versatile too? If no, hurry up to take one ugg boots on goodugg uk sale ! That's why we see people wear them in schools, supermarkets, on the slopes and even in the most popular beaches in the United States and abroad. Many surfers also use uggs to keep their feet warm.


    -->What do you really care about? Is its price or quality, or you just following the general trend? You know what are you thinking in your heart!

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    Hey Derek,

    So your video is a bit confusing, I run a business and while every client eventually becomes a friend of mine, as I'm just starting out and I live on an island, I think what you're asking for is a customer service story about a company other than our own that is kicking ass right now. A company that we've had an amazing experience with, am I right? Well if that is the case it would be PhotoBiz.com for me.

    I was fishing around for a site that my clients could order prints from, along with all of the Meta tagging, portfolio options, and customization that the site I built myself (www.katiewilkinsphoto.com) had without all of the writing code myself and learning flash BS. So I wrote a ONE-LINE e-mail to PhotoBiz customer service asking exactly how customizable the site would be and within 20 min I got a phone call!!! Not an automatic e-mail saying, "Thanks for your interest, someone will respond shortly", a real, live, phone call. Mike was the sales associate I spoke to, and not only is he a genuine guy, he is also a seasoned photographer! Mike made no effort to plug his own site in our 90 min. conversation about what Photobiz had to offer me, which was great. I mean, I'm glad that I'm talking to a photographer, but I don't want to hear about someone else's work when I'm concerned with my own, ya know? This man was a rock-star and from what I've read/heard thereafter they ALL are. Mike made sure that I knew exactly what was going on and answered all of my questions while taking the time to show an interest in my business. As we were wrapping up he asked me if there would be a good time for a follow up phone call and he didn't make me feel like a loser for not being able to afford the service on the spot. He called a couple weeks later and we chatted again about my options. I have a direct line to him whenever I need to talk and I have yet to purchase a thing. The web service offered to photographers is awesome in itself, but it was the customer "love" that sold me.

    Needless to say I am buying a site (they start at just $125) tomorrow! I've been telling all my photog friends about it and am happy to share the news with you.

    I’m signing up for a free trial at Freshbooks.com, been trying to find something that works so thanks for passing on the info!! This is a great idea for a post and you are a rock-star for offering it :)

    All good wishes,
    ~Katie Wilkins
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    this is a very awesome idea.. More power to you!
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    ^^ That is a very awesome story Kristin! That is a great story you will have forever.

    Every time that I have a problem with a major (usually faceless) corporation, I cross my fingers & pray that I get connected with a CSR like you.

    I was going to write my own story but Kristin's deserves some serious reward by right-ing a serious mistake and seeing it resolved. She has my vote, Derek
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    Rock on Derek.... Very cool idea!
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    It seems that AT&T has been getting a bad reputation in the blogosphere lately, and as a former employee, it’s hard for me to respond because I see the perspectives of both the consumers and the company. Trust me, in my time there, I heard of and saw bad customer service experiences, but there are also the good experiences you don't hear about often. I got flak for taking too much time with customers on the phone, but I like to give a personal experience. It’s especially hard getting an irritated customer just off of a call that did not resolve their issue. I worked billing and tech support for customers with small business to large corporate accounts, so it was important to me to help things run smoothly.

    I got a call one day from an extremely irritated business owner, wondering why his bill was almost $16,000, about $15,500 over his usual bill. After a bit of research it looked like a second account was opened in his name, all his other lines transferred over and a new line added to the account with a $10,000 deposit billed. When the lines were moved over to this account, the data plans weren’t carried over, for whatever reason, and the rest of the bill consisted of data overages. To say he was unhappy is an understatement; all of the changes, including the new phone line, were NOT authorized by him at all. He had been calling for two weeks trying to get things corrected before being sent to collections for non-pay, but it seemed like he was tossed around to various departments that never resolved the issue.

    I promised him that by the time he hung up the phone, everything would be corrected. I refused to transfer him to another department, because I was afraid that he would just be passed around once again. He cooperated with me, and stayed on hold while I contacted Business Receivables Management, Activations, and the High Level Adjustments team; all those who had the resources and authorization to make the changes I needed. In the end, I was able to get all of his numbers back onto his original account, removed the invalid data overages, and eliminated the unauthorized line and deposit. A $600 bill was a lot more manageable for his company.

    I took heat from my manager for staying on the phone for 4 hours instead of pawning him off somewhere else, but I wanted that issue resolved then and there. It was unacceptable in my mind that he was put in the position he was in the first place let alone stretching the issue out for two weeks. I understand mistakes are made, but keeping the customer, rectifying things, and hearing his relief made that call worth it. I don't work there anymore, but I know my old teammates... there ARE still good things happening at AT&T.
 

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