Part 1: For this post, please compose a brief summary about an actual customer service breakdown (do not use Comcast) that you experienced as a customer or as the service provider. Include both the good and bad parts of the interaction. How do you think the situation could/should have been handled to make the interaction a better experience? After a “failure” of customer service, what does a company have to do to “recover” you as a customer?
(Please read and respond to the above question. Then, respond meaningfully to at least 2 other students’ postings. Word count for initial discussion response – 200 words; peer responses – 100 words.)
Part 2: Reply to this peer: Last week I ordered a new Rolex via Ebay and I made my payment soon as I won the auction. The seller took their time about emailing me back about shipping the item next day as requested with the purchase. The seller responded about 4 hours later with a attitude like it was not so serious for him to get the watch out to me in the time table I requested. They shipped the watch out And when I got it it was not as described and needless to say I was upset so I called and said hey this is not thae watch you described to me and secondly their is another seller with the same pics and selling their watch for about 2k more. the seller sent the refunded my money once I brought it to their attention that I saw the mulitple listing and I contacted Ebay about it. This is where it went crazy ebay sent me a email saying the seller has informed them that they did not wish to have the item shipped back and I could keep it so I was kinda in shock I paid almost 4k and they returned my money the same day it arrived and never requested me to ship it back or send me a return shipping label or even a message about it. Three days later I’m in Miami for my anniversary I check my voice messages and their is a spanish sounding guy threating to have me brought up on charges of theft if I didn’t ship him is item. I waited till I got back home on Monday and I called Ebay to inform of the threats and they said it was against ebay policies for him to call me in that manner and secondly nothing on my behalf had been done wrong. I told them about the email and they said really I was correct that the email had been sent out correctly and it was not in error. So later that day the guy and i got on the phone after he had sent 3 or 4 emails and called my phone once with threats. So at this point I was pissed and was about to make him follow thru with his threats But after we got on the phone and talked we came to an agreement and I sent him 2k for the watch 2k discount basically for working it out cause I could have kept the watch altogether and not sent him nothing. If he would have been patient and waited till I got back in town we could have worked things out even faster, But his bad manners and negative attitude only made things go sour real fast, I promised him I would never order anything from his store again cause it started off bad and went even worst. At the end of the day I did get a 6k watch for 2k.. You must be a better seller “customer service” sometimes Karma catch you faster then you think it will when you trying to be slick. It sure got him this time.
Part 3: Reply to this peer: The company I recently had an encounter with is T-Mobile. I recently called them to inquire about my bill. I notice they were charging me for a phone I no longer own and that were paid months ago. I looked at all my previous bills and it shows they have been overcharging me for 6 months. One thing I don’t like about T-mobile is you jump through several hoops just to reach a customer service representative. The good part about being a customer with this company, they try to fix the issues while you are on the phone. The worst part the issues may not have been resolved before the call is released. Once I reach the representative and explain how I am being overcharged, the first representative did not understand the nature of the call, so I had to ask for a supervisor. Spoke to the supervisor, explain the section I am looking at on the bill, and the supervisor understood and was very apologetic. He indicated he would fix the issue and that I should see the reflection in the next few days. I gave it a two weeks and notice the bill was the same. I contacted T-mobile again in regards to my bill and I informed them I was not getting off the phone until the issue has been fully resolved. Good Parts: Helpful Courteous Professional Bad part: First representative was not an attentive listener First call resolution did not apply to this call because I had to call back I believe the supervisor thought the situation was handled, but to ensure my inquiry was completed on a one call resolution. The supervisor could/should have set up a follow-up on my account to ensure the payment reflected accurately. After a “failure” of customer service, what does a company have to do to “recover” you as a customer? Honestly, I give chances after chances, but for many several fail services. There is nothing a company could do to retain my service.
Please note that all parts are to be completed as SEPARATE entities.
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