Customer service is partly about the buying experience. But the customer service that really reveals the true colors of a company is the complaint experience. Last week, I contacted the a company about some defective solar lights. I called the 800 number and was directed by a recording to leave my call back information. The recording indicated that someone would "call me back shortly." I waited two days, no call. I used their online customer service contact process and left my information again. The form indicated someone would "email me shortly." Nope, no email. I am not a happy customer and will likely not be a repeat customer.
Most companies are realizing that they must train all the employees to provide excellent customer service. A great book that shows how this leads to success and a better world, is The Disney Way, by Bill Capodagli and Lynn Jackson. Check it out, I recommend it for anyone truely interested in your customers.
I am not done with my efforts to contact Brinkmann. Let me know if you have a good idea for my next step.
Well, I finally heard back from Brinkmann. (Five days after the email I sent and 8 days after I left a phone message.) Got an email saying they will send replacement batteries. I will let you know if it fixes the problem.
Posted by: Barb Gordon | May 30, 2009 at 09:31 PM