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So, I get this phone call from a gentleman needing support on a certain electronic toy that his son can't work properly.
I go through all the drills, ask him all the usual questions... and he seems to be kinda stumped - he keeps asking to somebody in the background. After a couple of questions he goes something like "Well, if you don't mind I'll put my son on, he is the one who uses the toy anyway". No problem. The kid seems pretty young (the toy is marketed for kids aged 13 and over as it is a bit complex, but I am aware of several younger children who use it) but knows his way, and answers to all the questions. I guess the solution and ask if I can e-mail it to them, as it involves quite a lot of different actions to perform and usually people prefer to have them written down somewhere.
The kid passes the phone over to his father, who gives me an e-mail address to which I proceed to send the solution to the issue - specifying of course that if by any chance it doesn't work we are ready to try to provide a different one or to replace the toy.
A couple of hours later, the same man calls (identified by his customer number and all) and asks to speak to a manager. I try to get him to tell me what went wrong and all that, but he doesn't take "no" for an answer. He sounds really polite but quite firm. So I do transfer him to my manager, hoping for the best.
Five minutes later my manager calls me to his office, has me sit down and starts:
"About that [toy] call you took earlier, the man with that specific problem - what happened there?"
I explain in detail what I had done, quite nervous as you might expect.
The manager then goes on.
"You know, the customer called and talked to me. He wanted to thank you for the amazing customer service - and take the mickey a bit. Great job, now take a break and have a coffee on me".
I hate that man for having terrified me (and my manager for tagging along), but still. Sometimes it is good to get positive feedback.
So, I get this phone call from a gentleman needing support on a certain electronic toy that his son can't work properly.
I go through all the drills, ask him all the usual questions... and he seems to be kinda stumped - he keeps asking to somebody in the background. After a couple of questions he goes something like "Well, if you don't mind I'll put my son on, he is the one who uses the toy anyway". No problem. The kid seems pretty young (the toy is marketed for kids aged 13 and over as it is a bit complex, but I am aware of several younger children who use it) but knows his way, and answers to all the questions. I guess the solution and ask if I can e-mail it to them, as it involves quite a lot of different actions to perform and usually people prefer to have them written down somewhere.
The kid passes the phone over to his father, who gives me an e-mail address to which I proceed to send the solution to the issue - specifying of course that if by any chance it doesn't work we are ready to try to provide a different one or to replace the toy.
A couple of hours later, the same man calls (identified by his customer number and all) and asks to speak to a manager. I try to get him to tell me what went wrong and all that, but he doesn't take "no" for an answer. He sounds really polite but quite firm. So I do transfer him to my manager, hoping for the best.
Five minutes later my manager calls me to his office, has me sit down and starts:
"About that [toy] call you took earlier, the man with that specific problem - what happened there?"
I explain in detail what I had done, quite nervous as you might expect.
The manager then goes on.
"You know, the customer called and talked to me. He wanted to thank you for the amazing customer service - and take the mickey a bit. Great job, now take a break and have a coffee on me".
I hate that man for having terrified me (and my manager for tagging along), but still. Sometimes it is good to get positive feedback.