Great Customer Service from 1-800 CONTACTS

Great Customer Service from 1-800 CONTACTS

Good customer service is hard to come by these days. Search “customer service sucks” in Google. Quickly browse your results. Look at how many people have complaints about various companies ranging from Best Buy to T-Mobile. Now, letís try the opposite. Google “great customer service”. What do you see? The majority of your search results are links to sites that explain why customer service is a vital asset to every company. That being said, why are so many customers unhappy with their service? You would think that with the multitude of sites such as “Ten Rules for Great Customer Service”, advising companies to make their consumers happy, one would actually find links to companies with great customer service. Unfortunately, this is not the case.

Iíve had many customer service problems in the past. I rarely, if ever, find it easy to talk to a customer service representative. Usually the scenario goes as follows:

I begrudgingly call a random 1-800 number I find on the company’s website. After I listen to five or more different menus telling me to dial a 1-8, I am then put on hold for 10, 20, or 30 minutes and forced to listen to dreadful “on hold” music. If Iím lucky, “the next available representativ” will answer my call. If it’s not my day, my call will invariably be dropped and I angrily redial the 1-800 number again only to be put on hold for another 10, 20, or 30 minutes. After wasting half my day “on hold”, I finally speak to a living, breathing human being to discuss my complaint. Depending on my situation, I’m told to jump through various hoops to either exchange the product or receive a refund. Unfortunately, this scenario has happened one too many times in the past. No wonder why I dread calling customer service.

Needless to say, when I was not happy with my 1-800 CONTACTS purchase a few weeks ago, I refused to call customer service. Rather than going through the horrid phone call ordeal, I decided to email them lengthy dissertation on why I was not pleased with my contacts. Honestly, I did not think Iíd ever receive an email or call from them. However, I felt the need to make my dissatisfaction known. To my surprise, within 5 minutes, I received an email from a customer service representative stating she was very sorry for the inconvenience and that 1-800 CONTACTS will mail two new sets of contacts free of charge within 5-7 business days. I was shocked! FREE contacts! No hoops, no problems, and best of all, no dreadful “on hold” music!! I was ecstatic! As promised, within 5 days, my brand new contacts arrived at my door, hassle free.

I’d like to give props to 1-800 CONTACTS. I’m very pleased with my new contacts and thankful some companies still believe in making customer service a vital asset to the success of their business.

Aug 13, 2009

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