The ups and downs of living with a teen

Customer Service

Customer Service!

In all the jobs I have had, I have always had customer facing roles.  We all know that the customer is not always right, but 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 first parcel2gowe 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.

On the other side, I was trying to place an online order with ocadoyesterday 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.

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.

Thank you for visiting x

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38 Comments

    1. I rarely use them, the first day I was prepared to let it go as I know things can happen, but not the second time, they did not apologise either it was the same as you a so what attitude. They have now changed the company picking up so hopefully they will turn up tomorrow x

    1. There is, I didn’t even complain (unlike me) when they failed to collect the first delivery as I understand that things do happen, but they did not even contact me with an apology, but when it happened the second time I did complain. I eventually went on twitter and hopefully it will be picked tomorrow by a different firm. If it is not you will know as it will be all over social media

  1. Having been a Customer Service Manager in a previous company, it is a job which needs a special kind of person to do it. Getting it right can be so easy, but more often than not, companies get it drastically wrong! I always make sure I say thank you for good service, and write to Head offices when service has been excellent.

    1. I am the same, I have stepped in and run branches of one of my jobs, it makes all the difference to be professional and sort out the problem, the customer will always remember this. With Ocado, I emailed the person who dealt with me saying thank you,I also commented on social media praising them, and their customer service dept got in touch with me and my comments passed again to the person who dealt with my problem and also her manager. I always praise as know how hard their job is.

    1. We have never had a problem with Yodel delivery, I know a lot of people who do, but we have the same man come to us and he is really nice, we must be lucky x

  2. I’ve made so many complaints this year already and they have all been to do with customer service. I don’t know why some people take a job in a customer facing role when they obviously don’t like talking or interacting with people.

    1. I know, we all know that working with the public is hard but if it is your job then you have to do your job. I do make a point of apologising first and saying I know this is not your fault, if I know I am going to blow at anytime over something

  3. i worked in retail for over 7 years and I hated the customer is always right part because they aren’t always, but I do try to be really patient with when I am the customer x

    1. I understand things can go wrong, and am happy to let it go as long as it is sorted out properly, a bit of good customer service really does go a long way x

  4. Parcel companies always have really difficult customer services, I’ve argued with so many I’ve lost count. I love Ocado though, they are always helpful.

  5. Weirdly enough, I’ve not had any issues with any delivery companies as of yet. I’ve worked in customer services before and it’s easy to lose your temper but you learn to control it

    1. I don’t mind errors happening, as sometimes they do, it is the way they are rectified that does matter. Ocado were very good can not fault them at all x

  6. Working in customer service for 5 years I really do think how a customer is served can affect their mood for the rest of the day! I The customer isn’t always right but they should always remain helpful! X

    1. Exactly, I have worked in customer service, but the key to good customer service is leaving the customer feeling like the matter has been sorted out. If there has been an error that is fine, own up to it and rectify it, that is all anyone wants, and that will be remembered that it was dealt with properly x

    1. I do let silly things go, and if I need to complain I am always polite about it, but I do expect a company to sort a complaint out x

  7. Parcel companies seem to be getting worse and worse. I keep coming home to a fragile parcel thrown over the back garden in the pouring rain, because that makes sense right! It’s great when you get good customer service, and does the company a favour as well because word of mouth is always helpful

    1. We have had a few problems with parcels being delivered, but mostly it has been ok, this is the first time I have ever complained and that was only because of their don’t care manner, when I asked why it had not been collected for a second time. With good customer service I do promote that as well as it shows that companies do actually care, and I had only phoned to sort the problem

  8. I had an appalling experience with Yodel – they left a card saying a parcel was ‘left in the greel’ which I took to mean our BBQ, outside and very close to our front door but there was nothing there. When I queried why they had just left a parcel outside they denied that they did (despite me sending them a picture of the sorry you were out card) and went on to then claim that a neighbour had signed, then I had signed for it etc. When I asked to see my electronic signature (if I had signed for it) they declined citing spuriously the Data Protection Act. I will never use them again nor order from anywhere that uses them to deliver. Still haven’t found the package! Customer service is about 50% of the experience when using services/buying goods and when things go wrong you expect it to be rectified. Stephen :o)

    1. I have heard so many horror stories with Yodel, but have to say I have been lucky and never had a problem (so far). I agree customer service is 50%, and if something goes wrong it is how it is handled that makes all the difference x

    1. It does and we all know things happen, but it is how they deal with it that makes all the difference. With Ocado I just could not checkout and then could not log back in, I spent ages trying, so in the end rang up asking for help and the person I dealt with was really good, she checked out for me, and then kept my account details open and managed to get me an earlier delivery and also found out what had happened and told me how to try to rectify the problem with my account as they had other customers experiencing the same.

  9. I feel like companies that deliver to your home will quite often use sneaky tactics and just say that you weren’t in because they didn’t have time to deliver it that day. It’s a shame you had such poor service from company, glad Ocado still has high standards!
    p.s. nice new layout 🙂

    1. Delivery companies can either be really good or awful, no in between, but I had arranged this collection twice and it was just there don’t care manner. Ocado I can not fault them at all. Thank you, I am happy with this one for now 🙂 x

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