I’ve heard a lot of complaints that customer service isn’t what it used to be and mostly I agree.
But some companies still value their customers.
Starbucks is one of them. I recently received a prompt and courteous email from the company after I couldn’t print its coupons.
They immediately put more than the value of the coupons on my Starbucks card.
This is in contrast to Greyhound.
In order to travel to a funeral in Northern Ontario recently, I had to make a connection through Greyhound.
All was well until my flight home was cancelled due to freezing rain. That meant I couldn’t make my connection on Greyhound.
When I called to re-schedule, they said it would cost $15 to make the change.
I said I would leave at the same time on the same route, only a day later. There were 17 buses heading to London on the day I needed to travel.
Too bad. Will still cost $15, I was told. When I said it wasn’t good customer service, the Greyhound rep said, “It isn’t our fault your flight was cancelled.” I said, “Well, it isn’t my fault either. This isn’t a good way to treat your customers.”
He gave me a number to speak to another rep. When I called that number, I was told I would have to pay $20. The fee just went up!
In the end, when I talked to an employee face to face at the terminal, I was able to make an exchange with no extra fee.
However, a family member whose flight was also delayed and she missed the Greyhound connection had to pay the $20.
One company went an extra step to keep a customer and another really couldn’t care at all.
Tell me about any recent experiences, good or bad, that you had with a company?
Is customer service alive or dead?