Customer Experiences


I went through two experiences with two service providers this week  , one was irritating for the way they handled a change that affected customers and the other  was a real"wow”feeling

The first one was with my D2H provider – Been  a customer with them for a decade and found them to be usually agile and efficient and quick in handling concerns or issues. This time , they lost it. Having gone in to a battle with the broadcaster over payment issues , they knocked off close to twenty plus channels off the air . I happen to keep close tab on some of the channels that they knocked off because of the live telecast of football matches. As I tuned in , I saw a display that indicated that I had to give a missed call if I wanted to view that channel . And then I realized that I had to give close to each of the channels that were off air to get the telecast back. Each channel displayed  had a unique number to call . What a way to manage a change ?. Easy way would have been to advice customers to call their call center and ask for all the channels to reinstated ( they were all part of the same pack ) I called their call center and gave my two cents ( you can guess what that would have been ). As I spoke with the executive on the phone , all my channels got reinstated .  They could have had a message for us to call their call center rather than asking the customers to call 20++ odd numbers --  It was an irritating experience

The very same day , I was trying to help a friend get a holiday stay through a  Time share company. I dialed their toll free number only to realise that I did this post their office hours. I forgot all about  the call I made , till the next day to my pleasant surprise , I got a call from the same company as to whether I called their toll free post work hours and how they can help.
This I did not expect to happen . I was surprised that they tracked the calls post the office closure and were making it a point to call the customers the next day and follow through,
Absolutely wonderful of them .. Way to go !

Comments

Hari said…
Agree Sri. I am a related party for the second "Wow" service.
12:48 AM
CGB said…
The first one should be Tata Sky....They wanted data to support their claim with Sony Inc and I believe some internal brains would have suggested to get the data in this way....
4:32 AM
AGS said…
I sent an email asking them to do the 'job'. They did.
7:12 AM
Unknown said…
Interesting experiences.. Sri.
Sometimes going the extra mile provides a 'customer delight' and also has a good chance of getting further business with the delighted customer. :)
11:50 AM
eddyshaw9272711 said…
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5:24 PM
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