Play.com: excellent

Buy a few things from online store.

All but one item turns up.

Use online customer support form to inform store of problem.

Within 12 hours I receive, acknowledgment of message, thanks for order, apology for mistake and confirmation of replacement shipping immediately.

No problems. No questions.

Play.com I salute you.

Windsor Telecom: catastrophically bad

Order basic service from Telecoms company.

Receive typically complicated Terms and Conditions and multiple forms to fill in/read/sign/understand etc.

After 12 months, happy with service but no longer requiring it, customer cancels, within contract T&C.

...or so they think.

Nothing heard.

Client initiates communication. Wrangling ensues. Big red ‘we will take you to court in 7 days’ letter arrives without warning.

Weeks, phone calls and emails later complete lack of information given to customer. Customer ignored and messages not replied to. Copy of letter sent as requested. No response.

Nothing for over 15 weeks. Yes, 15 weeks!

Copy invoice, and new big red ‘we will take you to court in 7 days letter, arrives without warning.

Further wrangling ensues.

Still customer is made to do all the running. Customer gens up on telecoms watchdog, acceptable customer service levels, how to complain effectively and general telecoms legal contract issues.

Multiple phone calls, emails later customer finally told by supplier they have had no leg to stand on since begining – very helpful. Offered 25% ‘good will guesture’ and told to pay up or get sued.

Customer declines offer. Legal proceedings issued by supplier. Customer employs lawyer and initiates dialogue with telecom watchdog.

Supplier in no way apologises for spectacular poor service at any stage.

Windsor Telecom, I struggle to understand why, or how, you are in business. Your customer service and contract terms are terrible.

Las Iguanas Restaurant: Great

We go to a mexican restaurant to celebrate my birthday with our two young children. It’s early evening and we’re the first there.

The service is attentive but not too fussy. As the restaurant fills up the service remains the same high quality.

During one visit from the waitress, our eldest daughter announces its my birthday.

Two minutes later the manager arrives, congratulates me on my birthday and offers a complimentary cocktail.

One minute later a perfect champagne cocktail arrives complete with raspberry.

We even get ‘happy birthday’ written on the check!!

One very happy family goes home and recommends restaurant to as many people as possible. It’s that easy!

Conclusion

Customer service is a skill but it is not rocket science. It’s actually really simple and essential to running a great business. Positive communication is the key.

Even if the customer is in the wrong, be pro-active, help them, and the chances are they will understand.

If Windsor Telecom had pointed out the problem, clarified the issue and offered a goodwill discount right from the start, there would have been every likelyhood the customer would have accepted.

They didn’t and the situation has likely cost them at least half a dozen existing, and new, accounts as a direct result; and at least 10 additional businesses have been made aware of the potential problems of using them. They may even be made to answer to the telecom watchdog.

Play.com and Iguangas now get recommended at every opportunity. Think positive.

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