Good Customer Service #Reviews #Praise


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Good customer serice is always vitally important to me and has been my passion in every job I have had.  No matter how small an act of kindness that is given, it will often mean an awful lot to the customer that is receiving it.

But, I also accept good customer service in return. Sadly, this doesn’t always happen and what is even sadder is that people are often ready to complain more than they give a compliment. If ever I receive exceptional customer service and someone goes over and above their role to make me feel that my issue has been resolved I will often email/tweet/or contact the company involved.

How would you feel if someone took the time to call you or your company to say how well you did your job and how thankful they were? I tell you the feeling is magnificent and will make you feel so good.

The same if you see or hear one of your staff members go over and above to ensure that a customer gets a good service, tell them. Share with them how impresses you were. It makes them feel so good.

So, I am going to praise good customer service on my blog. I will nominate one person or company each month and share with you why I felt they deserved the nomination.

So, to start the new year I am going to start with 3 companies that I have found to have had exceptional customer service, that has listened and resolved my issue.

These are in no particular order.

 imagesI recently had an issue with my iPad. I phoned our local store and was put through to the call centre. I had a lovely chap that gave me his name, and straightway took my telephone number in the event we got cut off he would be able to ring me straight back.

He took me through several different steps on my iPad trying to solve the problem assuring me all the time that he would do his best to solve the issue.

After about 20 minutes we had covered all areas that he felt would rectify the problem, and whilst doing so explained exactly what he was doing and why. He also gave me some tips along the way that could help in the future.

He gave me a case number and said if I was experiencing any problems relating to the issue to phone back quoting this number and the person dealing with it would be updated with what had already been done.

The call wasn’t ended until he knew that I was happy and understood that if I was not happy I could phone back at any time.

This hasn’t been the first time that I have had to contact Apple by phone, or go in person into the store and every single member of staff has always giving first class service. Well done Apple and a big thank you for the lovely staff that you have working for you. They are always friendly, take the time to deal with the issue and see it through and know your products inside out.

 

joules-logo-v2I had an issue with an item that was bought for me only last Christmas. I had hoped that this item would have lasted a bit longer that it did. I tweeted Joules saying I was gutted that my item had stopped being fit for purpose.

I got a very quick response asking me to DM them (direct message) and give more details and include my email address. I replied and within minutes got a reply saying that someone would reply to me via email.

I received a very friend email asking for some more details which I gave and the next day got a reply to say that a new replacement would be on its way that day.

This issue was all done via email, but you can still get vibes from how someone speaks to you and these responses were friendly, quick and to the point.

Well done Joules for your quick response via twitter and email and thank you for the suburb customer service. The whole issue took 4 days from the very first tweet to delivery.

utility-warehouse_finalWe moved into our house just over 2 years ago. It was a total renovation and we were up to our eyes in building work getting the house in order, along with getting all the utilities installed and up and working.

A good friend of mine recommended Utility Warehouse and what sounded appealing was they did most of the utilities we needed. Gas, Electricity, Internet, home phone, mobile phone data calls and texts all under one roof. It seemed to make life a lot easier.

We had a lovely rep out that went over a plan that would suit our needs. He also informed us of some loyalty benefits that we would be entitled to which was a lovely surprise.

So, we signed up and to date have not had any regrets.

For me what makes this company so different to other utility companies is their customer service. Every single time I have ever had the need to phone I have always been dealt with the most pleasant person at the other end of the telephone. They have always resolved the issue and had always made sure that I am happy before ending the call.

The “dread” of phoning a call centre is no longer there in the knowledge that if I do have to phone them I am confident that the issue will be resolved before the call is ended.

Well done Utility Warehouse, you have a great team working in your call centre who are knowledgeable and always extremely helpful and polite.

Have you experienced good customer service recently? If so please so share with us all.

 

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Struggling GP Appointments?


 

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Working in a GP surgery the most complained about, and the most stressful thing is lack of GP appointments.

Patients get frustrated when they have to wait days and sometimes weeks for an appointment, and often the staff trying to deal with this often get verbal abuse from the frustrated patients.

There are only so many appointments available every day, and most surgeries will go over and above their daily appointments trying to accommodate patients that have to be seen that day.

Of course, every surgery had a large volume of DNA’s which means ‘Did not attend’ or ‘Did not Arrive’ and often these will be in fact be patients that have been fitted in the same day because they said that they were really poorly and needed to be seen that same day. Missed appointments hit every surgery and is a never-ending headache for the team.

There is a practice in Highcliffe in Dorset that have a great system that I am sure helps with their appointment system and its fairly simply and yet very effective.

They run a children’s clinic every afternoon from 4 – 4.30 Monday to Friday where parents can bring children up to the age of 16 and can be seen that same day without having to phone for an appointment. It is a walk-in clinic. No having to phone and get an urgent appointment which isn’t always possible.

In the knowledge that parents can get their children seen that same day will often have them often leaving it another day in the knowledge that if the child is still no better the following day they still have the choice to be seen, that alone takes off a lot of pressure off the parents and the appointments system and therefore staff too.

Parents are not taking up appointments throughout the day  thus leaving these for other patients.

I think this is a really good system, so all they have to do is find a way to reduce the large amount of missed appointments.

Have you got a system that works really well in your Surgery that helps with the daily appointments struggle.

Sometimes Rules Need To Be Broken


We have just seen in the new year here in the UK. As I type this its 00.15 on the 1.1.19 everyone is celebrating all over the country wishing everyone Wealth, Health and Happiness.

My mum being Scottish New Years Eve was always the most important night in the year. She loved it. A as child I had lovely memories of her partying on NYE. New Years Day would be like another Christmas Day with another big dinner on the table.

Sadly this isn’t the case for some. People in ill health, people in hospital or hospices, others going through abuse in the home. Spare a thought for those that are not celebrating tonight.

NYE always bring me back to my mum being very poorly in hospital after having major surgery. I had to travel a 100 miles to see her and did this a couple of times a week.

We went to visit her during the day on NYE and I asked a nurse if my dad and I could come back that evening around 11.50 to sit with her to see the New Year in together. I explained the importance of what it meant to my mum. The nurse refused without given it a second thought. I know it was the rules, but would it have really hurt if we had come back. Mum was in a little bay to herself so we knew we wouldn’t disturb anyone else. All we wanted was 15 minutes sitting with mum. But she wasn’t going to allow it to happen. How I regret that I didn’t push it any further.

So, my mum was on her own for her first NYE. No one with her.

She died the following day.

I still feel angry with myself for not pushing it further, maybe asking someone else and hoping for a different answer. And I still feel angry with that nurse. Could she not have broken the rules just that once. I know if I were in her shoes I would have tried in someway of allowing this to happen. I felt that the nurse lacked empathy.

Seeing with the eyes of another

Listening with the ears of another

And feeling with the heart of another.

If you are ever in doubt and you inner self tells you its the right thing they try your hardest to get it done. Rules sometimes can be broken to make people happy.