Some of the worst customer service comes from the cable
and cell phone industry in my opinion. So when Shaw Cable called me (at dinner
time) to sell me more services I was ready to accept the challenge and engage.
Side note- my wife and partners at work know that means I'm ready to use the
call as a test to see how good or bad the service is - since they are calling
me. I'll play along in hopes I learn something or hear some great service ideas
I can share at Lykki.
I'll jump to the part of the call where I took the time
to mention I'm not happy with my HD channels and how most only have sound and
not picture.
The sales person was happy to transfer me to customer
service, where they explained they are aware of the problem and that my PVR was
older and could not show some of the new channels. They could offer me a new
PVR at no cost if I signed a 2 year contract or I could buy one for $400. I explained I'm a 10 year customer and had no
intention of signing a contract - they should just give me one without all the
hoops, but that was the best this service person was "authorized to
do." So we ended the call with me unhappy and letting them know that since
my HD channels don't work, just cancel the HD package. The service gal apologized
and said she would give me the free DVR if she could.
Ten minutes later I get a call back from the customer
service person I just spoke to. She explained that her manager has authorized a
new PVR for free for being a loyal customer. What changed in the last ten
minutes? Why can't companies just give more autonomy to front line staff to use
their best judgement and make customers happy on the spot?
What a rare and novel concept.
Cheers
Calvin
