first of all, i have to say that i’m sorry i wrote about vanessa what’s-her-name. i’ve had so many hits on that dumb post and i’m about 99% sure that they are mostly from idiots looking for naked pictures. people, she is 19 years old. if you haven’t seen a 19 year old naked before, then apparently you were sober in college. your problem, not mine. on to today’s topic.
SNL Digital Short: Business Meeting
two things happened this morning that got me to thinking more about customer service. (i know this video isn’t about customer service, but it is about business and it is really funny. it has inspired me to wear a wonder woman costume to work).
first of all, i got a call from chase fraud department. not a call that anyone wants to get first thing in the morning. me, being paranoid about giving out important numbers in my life, made things more complicated by telling the person calling me that i needed some sort of validation that i wasn’t giving my life away to some random-randy. i told the girl that i wasn’t trying to be a jerk, but i couldn’t give her this information without making sure she was for real. instead of being short with me or acting like i was being ridiculous, she actually commended me and told me how i could validate her and the call (via the customer service number on the back of my card-not some number she gave me).
i talked to their customer service department to verify that the call came from chase. while i was on the phone, that representative took a look at my account to see why they would have called and didn’t see anything odd, which made us both suspicious. so he checked the number i called and verified it was chase and also verified that the person who called me did work in their fraud department. he suggested he transfer me back to that department so we could investigate it further. very, very nice and helpful/concerned guy and was definitely on-board with people verifying calls like the one i got.
when i was transferred back to the fraud department, another very helpful person got on the horn and stated again that he didn’t see anything suspicious on either my card or my husband’s (that still sounds weird to me. how did i get a husband?) anyhoo, he also informed me that the first person i spoke with noted that she didn’t see anything odd on my card/account and wasn’t sure why their security kicked my account number to them. after checking multiple places where fraud could apparently occur, he found nothing at all on either card or any of our accounts. i feel confident that it was some random error that gave them my number. three people and 20 minutes of investigation later, it was a false alarm. the last person i spoke with actually apologized to me for continuing to keep me on the line, but he wanted to make sure he had covered every possibility before he felt comfortable saying it was an error. which made me feel good. i am usually one of the first to jump on the ‘i don’t like big businesses!’ bandwagon, but the service i received this morning (even considering the fact that it was caused by an error on their part), was fantastic. i felt serviced. wait…i mean satisfied. no…uh. moving on…
the second issue is one that i’m a bit heartbroken over. the last week of august, i ordered two pairs of shoes online from finish line. one was a cute pair of sketchers little black walking-around shoes and the other was a pair of navy chuck taylors. now, i’ve been wanting chucks for a while now so i was a wee bit thrilled when i found them at the store where i had a gift certificate to use. people, what i am telling you is that i got chuck’s for FREE. please try not to cry and hate me for it.
well, do cry too much about it because i never got them. so i called customer service today to see what happened. when she investigated my order number, she discovered something had happened with the package. here’s what happened: UPS.
UPS had reported the package ‘damaged’ while in their care and only reported it to the store from which they shipped the shoes. not anyone else. so, my customer service rep called UPS to find out where the package was and how much damage occurred. she did all of this while i was on the phone with her, and although i had to wait, i was willing to in order to get to the bottom of the missing chuck’s. and if she was willing to solve the issue right then and there, i wasn’t going to stop her.
she discovered that UPS had damaged the package so badly that it had to be discarded. do you hear me, people? demo’d my chuck’s!! gone. so badly damaged that they couldn’t even be returned to the store. they had to be tossed in the trash. brand new, unused chuck’s gone like bobby b’s career; straight to the garbage with no chance for recovery.
so she called the store where they came from to see if they had anymore navy chuck’s in a size 7 (i wear a women’s 8.5 – 9, but chuck’s are only sized in mens. surprised you didn’t know that.). they didn’t. only had a size 7.5 and they had to send the size i specified on the order…a size 7. so no shoes, for now.
but here’s what my rep did to help me resolve the situation. since she tried every way she could to get me my shoes today and that couldn’t happen, she did the next best thing she could. of course i bought these with a gift card, which can’t just be reimbursed on said card, i have to get a new one with the reimbursed amount on it. so she is sending me that card today so i can re-order my shoes sometime next week. she also apologized to me for UPS…which she does not work for or represent.
although i’m upset i don’t have my chuck’s for my trip to colorado tomorrow, i am glad that someone tried to help me as much as possible to resolve the situation. i have no beef with finish line. i do, however, not like UPS at all. how can you demolish a package in your care that all you have to do is get from point A to point B? jesus. i’m glad it wasn’t my grandpa’s fighter jacket from WWII in there. what a-holes.
two experiences with customer service with large companies in one morning and not one swear word? that is what i would call a good morning. i’m taking these experiences and keeping them with me for when durtbagz screws up, which we will.
can you tell i slept last night?
PS where can i get a talking mounted tiger head?