And Now, A Tale from the Other Side

[verbranden.livejournal.com]

I was unfortunately forced to have to call a tech support line for a minor emergency, and the lady I talked to was wonderfully polite and helpful so much that I called the company's customer service line afterwards to tell them how much I appreciated her help. Now I only hope that she gets at least a 'Good job' from her boss, because I know that little things like that can really make someone's day.

And it just got me thinking, how often does this happen really? I always try to find a way to compliment good customer service because I know those jobs are often thankless drudgery, but I know when I worked with tech support, it was rare to never. So, how often does it happen where you work?

Comments

[usekh.livejournal.com]

We get a few, if we do it gets sent around the whole team which is kind of cool :)

But ironicaly I tend to get them for the simple quick stuff that takes 30 seconds. Not where I spent 2 hours with the cust tearing my hair out fixing some amazingly weird problem.

[jecook]

+1.

There was an incident where we had to ship a drive out for data recovery for the Big Boss in my area of support. He was cranky that he had to blow some 3 grand of his budget for my overtime and the data recovery. the fact that we recovered the two years worth of data, and had him back up and running as if it never happened within a week was never mentioned.

[gremlingirl.livejournal.com]

They actually email out kudos if word gets back about a certain employee. They are pretty good about it actually. But this is the nicest, most laid back call center I've ever worked in.

[zig-mover.livejournal.com]

i tell people to post on dslreports about me.

[gilmoure.livejournal.com]

At my last job, the boss would post any thanks a staff member received, in the break room. That was kinda' cool. The best thanks I ever got was when a customer came by the shop the next day and dropped off a bottle of scotch, after I'd recovered his hard drive and most of his files. Sweeeeeet!

[captain-jester.livejournal.com]

I have heard of this customer service thing...

[kizayaen.livejournal.com]

Anytime anyone is mentioned by name in either a customer satisfaction survey comment, or communicates with us directly to compliment an analyst, then the comment goes into a daily Kudos email that's sent out helpdesk wide.

[spacebird.livejournal.com]

If someone requests to talk to a supervisor/team lead about how cool we were, it gets sent out to the floor as a kudos email (which most people have filtered to "Trash"). Normally the samrt ones at the center just ask the customer to fill out the survey we send, since good survey scores affect our paychecks.

[harmer.livejournal.com]

I've been doing tech support for 8 months and I've gotten a kudos call (when they customer wants to talk to your supervisor) I think 3 or 4 times only. There are other people who get them like 4 times a week! It's always the crappy people too, which I don't get. If you get a kudos call, an email goes out to the entire floor with what the customer said and the ticket number for the call.

Fortunately, our system sounds out surveys to the customer after the call so I always have returned surveys saying I was so nice or whatever.

[reynardo.livejournal.com]

Other people will get them because they are saying to the customer "If you like what I do you can tell my boss". In our place, this is cheating.

But if a customer says "Is there anything I can do to say thanks?", then it's legit. Or we can ask them to email the support box.

And it happens so rarely that when it does, reps get bonus reward points. Mmmm. Reward points. Dirty weekend for me and five close friends in a wine maker's B&B. That level of points :-)

[harmer.livejournal.com]

That's awesome! We don't get anything here and our supervisors seem to hate taking our kudos calls.

I have a friend at work who says to the customers after they praise him "Oh I wish my supervisor could hear that!" Everybody hates him for it (he's generally annoying) but he thinks it's legit.

[wyldthyng.livejournal.com]

that's actually not a bad idea ~lol~ I was about to say, I wish we could direct them to our supervisors. Our calls are monitored but being that we're QA'd on maybe one call/2 weeks, it's unlikely that that one call will get QA'd.

Although, I did strike it lucky when I charmed the hell out of one customer that the rest of the monitoring centre is scared spitless of ;) and that call got QA'd. That was a well-placed horseshoe.

[lovemonster.livejournal.com]

i'll get verbal "you're great" often, but only once in a blue moon an email or note.

[redqueenmeg.livejournal.com]

Almost never. We have over a hundred analysts and we're lucky if we get one to ten compliments a month, among all of us.

I haven't personally had a single one since 2003.