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Mudpuppy. Thank you for your support

S

sparkster

New member
Mud:

Thank you for your reply to my Post concerning Garrett's repair of my control box failure. Their repair of my control box was not really an issue. Their telling me that it is company policy to keep my coil and headphones is the issue I have. I do not want to keep beating a dead horse. I will contact Garret's and try and get a resolve to the issue.

I enjoy your informative post and respect your knowledge and sharing with all of us forum members.

Sparkster
 
:beers: Customer service is a tough gig, but it doesnt have to be...Customer service is the front line of any company selling a product, and not all customers are equal...a good customer service person has to have a certain personality trait, like a Golden retriever! They just aim to please and want to go above and beyond consistently...a good Customer service manager should allow some discretion for "out of the norm" situations and customers, the person dealing with the issue is the "dog in the fight" and the manager at that point is in a support role...evaluating what transpired and the outcome can happen later..you cannot put a price on delivering a GREAT customer experience...it happens very fast...within 10 minutes or less, you either lost a customer, possibly more, or gained one and several others for Life...

Sure folks get busy, and some bring their home/life problems to work and take it out on the customers...bad deal! A good customer service manager monitors the chatter and attitude in that dept, and gets somebody not firing on all eight off line for a while...creates a happy and upbeat atmosphere...its that critical!

When I was running a crew, I hired that Golden retriever trait, during the interview, I'd ask them to tell me a story of something they recently did for the good of some stranger...if they couldnt think of one instance, then they were nothing but a danged ol mutt that crapped in the neighbors yard and stole their paper!

I can also imagine a company lets say Garrett, to have customer service folks to ask you about yourself, and through general conversation ask about your other hobbies/life and if you belong to any forums?
See? now you have a real opportunity to shine! This one customer, Sparkster, should be handled a little differently than most...for he holds the power to make us look good or bad, depending upon what takes place.
Its a fine line, to do good and not get taken advantage of, all the while thinking of what the ramifications of either decision could be..but really, Customer service should naturally default to doing good above and beyond...Customer service can generate future business, or knock it right in the crapper! If I was your supplier, you would be in the top 5% of my CRM customer profile regarding brand image/value.

So lets see what happens today..I'm curious to see how you make out...either Garrett will get a pat on the head, or a kick in the @ss, and that is entirely up to them at this point!:rofl:
Mud
 
Good post Mud. I've only had one dealing with the service dept, and it exceeded my expectations. It's nice to have an independent forum where complaints and hosanna's can be posted. Kinda hard to see where it's defensible to keep items that have been paid for, unless it is agreed upon in advance. I'm hoping this can/will be worked out so both parties are happy. On another note, where is spring? Artie
 
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