Regular www.davidhallsocialmedia.com readers and www.talknowledgy.ca listeners know that I’m very passionate about customer service, especially when it’s delivered through social media. Earlier this year, I had a dreadful experience trying to have an issue resolved by my cable and internet provider, Rogers Communications. In the end, it took a few days of tweeting and a telephone conversation with the VP of Social Media to get things sorted out. You can read all about that experience in this post where I shared 9 ways they could improve their customer care.
Since then, I’ve had two more social media customer service experiences that are great examples of how companies take different approaches to customer service.
1. FTD and Groupon Mother’s Day Mix-up – May 2012
The Problem: I had bought a Groupon the week before Mother’s Day for 50% off at FTD Flowers. When I placed my order, I requested delivery for the Friday before Mother’s Day to allow for any delays that might occur that weekend. When I spoke with my mother on that Sunday, the flowers had not arrived.
The Resolution: I tweeted FTD at 8:25 a.m. the next day voicing my displeasure with the missed delivery. They got back to me within half an hour, apologized for the issue, assured me they would fix it, and asked for more details. I sent in the details, and by lunch time that day, I recieved the following email:
Dear Mr. Hall,
I have received your concern regarding the non-delivery of your gift, and would like to sincerely apologize that we failed to deliver your arrangement as you had intended. I can only imagine how upset you are, and I have a beautiful arrangement being delivered as an apology on behalf of FTD as well as refunding you in full. You may contact me directly at xxx-xxx-xxxx or email firstname.lastname@example.org.
I look forward to hearing from you.
Very pleased with this response, I asked if/how I would be refunded for my Groupon purchase. Tina said she had already asked Groupon to refund my purchase, but it may take a few days for both credits to appear on my credit card.
The Aftermath: The next day, my mother received her flowers, and by the end of the week, I received a full refund from both FTD and Groupon. Just to be clear, I was not charged for the flowers that my mother eventually received.
This is how customer service is supposed to work. They seemed genuinely sorry that they messed up, and came through with a completely satisfactory resolution. I didn’t have to fight with them; I didn’t have to explain why this was a problem; I didn’t have to speak with a number of people pleading my case. They showed me that they care about customer satisfaction.
The Problem: A few Sundays ago, I awoke to a lack of internet service in my house. After doing all the usual hardware and software resets and troubleshooting, I still didn’t have an internet connection. My home network was fine, just no service.
The Resolution: I tweeted @RogersHelps at 9:35 a.m. to get some help with my issue. Over 4 hours later I finally heard back from them asking “how is your internet connection today?” After I explained that my internet was still out, they told me that they’d be happy to look into it.
I thought this was a good, albeit slow, start to getting things resolved. I was then asked to do the standard “unplug and replug” the modem routine again, with no luck. They said the specs looked good from their end, so I’d have to go get a new modem from the store because my modem was broken. It was now around 5:00 p.m. on a Sunday, and I was not interested in making the 25km round trip to the closest Rogers store, so I figured I would go the day without internet service and bring my modem in when I went to work on Monday. But before I called it quits for the night, I asked @RogersHelps to credit my account for the service outage – I thought “If I’m not getting service, I shouldn’t be paying for it.”
This is the point it really started to go sour. I then received 4 direct messages from @RogersHelps explaining why my account would NOT be credited for the service outage.
After tweeting my frustration again, @Rogers_Chris decided to jump in on the action and tell me what a “great job” the @RogersHelps agent did to help me. At this point, I had had enough. I cc’d Roger’s VP of Social Media in my reply tweet to @Rogers_Chris and turned in for the night. The next day I was contacted by @RogersMary, Senior Manager, Social Media Community, who started by apologizing for the “customer care” I received.
She was great. Friendly, understanding, then escalated my issue to the Office of the President. After playing phone tag with the President’s Office for a few days, they eventually agreed to communicate using email and gave me a month credit for internet service. I thanked them for this “one-time goodwill gesture” (their words, not mine), and explained that all I was looking for in the first place was NOT to be charged for the service outage, and to be treated with a little more care from their “customer care” staff.
Rogers, it just shouldn’t be this hard to satisfy a customer with a simple request. This minor issue didn’t need to go to the Office of the President. This shouldn’t have even gone past the first customer service representative. The original rep should have said “sorry about the service outage, we’re working on it. In the meantime, I’ll be sure to credit your account for any service lost because you shouldn’t have to pay for a service you are not receiving.” All I wanted was credit for the time the service was out. And when you make us fight for days to get what we want, it leaves us feeling that we received poor customer service.
The Fix: I wound up troubleshooting the internet outage myself. I powered down and unplugged all of my devices that were connected to the internet, including the modem and router. I then left them offline for a full hour or two. After plugging all the devices back in, and rebooting them, the internet started working…so I didn’t need to drive to the store and get a new modem after all.