In all the jobs I have had, I have always had customer facing roles. We all know that the customer is not always right. I have always been trained in giving good customer service. And if you make a mistake own up to it and rectify it.
This is why, as a customer I am always polite as I know how hard it is working with the public. But in return I always expect good customer service.
On Friday, I received two different types of customer service on both ends. One I am disgusted with, the other was amazing.
The bad customer service
The first parcel2go, we contacted them on Tuesday to arrange a collection on Wednesday, we were in all day and I was even in our lounge most of the day and in easy hearing of the front door, they never turned up and on checking it said failed collection at 3.05, they had not even been. Giving them the benefit, we arranged a second re-collection for Friday. Both myself and my husband was in all day. We made sure that one of us was in our lounge and in easy hearing of the door. During the afternoon,
I contacted them to make sure collection would still be made and was told yes. I then checked again and it said missed collection at 12.42. So I got back onto them, they could not contact the driver. Although I have already paid for the service they do not guarantee collections. After a lot of going to and fro and them basically saying tough. I asked if I could have my service upgraded and I would take it to a collection point myself which they did. Apparently this was a gesture of goodwill on their part, but only after I asked. They do not handle customer complaints, if you try another option they totally ignore you. I will never be using this company again. If I book a service I expect that service to be actioned.
The good customer service
On the other side, I was trying to place an online order with ocado, yesterday afternoon, they had a problem with their website and it took me hours to finally complete my order, I went to check out and it would not let me, my delivery slot had gone as well, I tried logging out and back in and it would not let me. I rang their customer service deptartment, and explained what had happened and the person I spoke to was very helpful and arranged to checkout my order and take the payment.
Unfortunately the earliest delivery slot they had was 7.30-8.30 which was too late. But we booked it and she told me she would see if she could get an earlier one for me. She emailed me later saying she had been able to do this and she had changed the delivery time. She also emailed me with a list of instructions to try to rectify the problem with my account. I can honestly say, it was lovely to have such great customer service from a large company that really does care about their customers. I have also contacted Ocado to praise the person I spoke to and this has been forwarded to her Manager.
Two different levels of customer service
So, one day and two totally different approaches to customer service and how to deal with customers. I am human and do understand that mistakes can happen, but surely, you try to sort it out and if dealt with properly the customer will remember and be happy with the was they were treated.
These days it is easier to find contact numbers, If you ever need to find a number for a company try the contact number for bt openreach, not only do they offer great broadband they also offer customer service numbers for many companies in the UK.