Tag Archives: customer service

Customer Service with a smile

We all know what it’s like to be frustrated, speaking very slowly and clearly to someone with only a rudimentary mastery of English, only to realize that you aren’t going to get the help you needed in the first place. And that’s only after listening to a pitch or instructions you don’t need or annoying music, and then punching buttons on a phone menu, one after another, only to end up being told (by a robot) to go to the website for answers to a problem not covered by the menu.

[Tip: I have found a shortcut that often works: either I speak either gibberish or rapid-fire insulting comments like, “Of course you don’t understand. You’re a machine! I want to speak to a human being!” etc. Or “Representative. Agent.” over and over. After a few robotic responses (“I’m sorry, I don’t understand”) I usually am redirected to a person who may or may not have the resources to answer my query.]

How delightful it was this afternoon to have my call immediately answered by a real person, one who spoke flawlessly and understood the problem after I described it just once. She appeared to be genuinely friendly, because I could tell (as one always can) that she was smiling on the other end.

This is an unabashed plug for sureflap.com, the maker of the Surefeed Microchip Pet Feeder. The device is ingenious and effective: it allows only one, specific, microchipped pet to eat from it, closes when that pet withdraws and refuses to open for any other animal. (Very handy when one pet is on a special diet and the other one wolfs down everything in sight). After 14 months of continuous use, however, it began to fail until a few weeks later it stopped working altogether. The device is very expensive for a pet feeder, and I expected it to last much longer. Ergo, the phone call to the number posted on the Sureflap website.

And here’s the kicker: not only was the representative responsive and friendly, she verified that I was a customer, via Amazon, and immediately ordered another to be delivered to me. That’s service the way it should be!

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