You might have seen my previous post about a negative customer service experience my son had at Guitar Center.
I posted about it, and my son tweeted about it.
We were both contacted within 24 hours by reps asking for more information. Our experience was quickly relayed down the chain to the store manager where we had been. He emailed both my son and myself.
I'm happy to report that they have been incredibly responsive, and seem very willing to make it right.
The interface my son was interested in has been ordered for him and the manager assured us he wanted him to get it for the price he was quoted when it comes into the store next week.
My original intent in posting about it was airing my frustration over a customer service problem that resulted in disappointment for my son, who is really a great kid and really tries to do things the right way. I started in retail at 16 years old, and customer service was primary at the major department store where I worked. I know we've all had more than our share of poor customer service, and sadly it's gotten worse over the years.
The people who contacted us genuinely seemed to want to change that. And THAT I truly appreciate. The store manager even relayed his own experiences as a teenager who was into music, but felt like he often got the runaround at music stores. He told us it is his goal that his customers don't have that same experience, and he was willing to do what he could to change it.
I'm not usually the squeaky wheel. It used to drive me crazy that my MIL was so willing to verbally air her complaints if service wasn't exactly what she expected, no matter where she was. I usually wanted to crawl in a hole. And it is certainly not my intent to get an employee in trouble or, worse, fired, for goodness sakes. I do hope what results is a boost in communication to employees on how to execute good customer service.
So, my thanks goes out to the management at Guitar Center. My son is learning some valuable life lessons and improving his own communication skills, both of which he will take away from this experience.
***Ally
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7 comments:
It's important to complain when things don't go well through no fault of your own. You have to make yourself happy in life because you are all you have! And counting on others to do it is unrealistic. You've taught your son high self-esteem when it comes to what he does and doesn't deserve.
I am glad they made it right. Yes unfortunately customer service nowadays can bite seriously, but there is hope yet. With managers like that. The internet is a powerful thing and many companies have teams for that sole purpose, to scour online for any mention of their name or products. So they can do what they have done here.
That's _awesome_. I'm glad it ended up being a good experience.
Sometimes you just gotta be squeaky!
Because. It. Works.
Happy Friday. xoxo, Jenny
I have worked customer service for many years, both retail and via phone. It is not always easy, but it is the job I chose. I have gone places that have been really bad at the way they treat customers. So many people do these jobs just for the money, to heck with their people skills. I know that speaking up will get attention, and now that we have social media... it's more likely to get results!
Awesome, Ally! It is important to speak up in these situations. Otherwise, how can things change? I'm so glad to hear this result!
This is awesome, Ally. Also, a good example of how social media isn't always evil. :)
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