All posts in Case management

DHL? Never again!

by Lars Andersson on 2012/03/15 in Case management, CRM, Marketing with Comments Off

(Click here for an english translation from Google Translate)

Jag beställde stolar på RUM21 häromdagen.

Eftersom ingen i familjen arbetar i närheten av hemmet så betalade jag extra för kvällsleverans. Efter blott 2 dagar fick jag en sms-avisering att mina stolar skulle levereras dagen efter mellan 09-11 av DHL. Med tanke på att vi har svensk tidszon och det mer låter som förmiddag för mig så ringde jag till DHL.

Efter över 30 minuter i telefonkö så fick jag tala med en dam som var direkt otrevlig. Hon skrattade nedlåtande och sa:

-”Vi levererar aldrig kvällstid, särskilt inte i Malmö-området”.

Den sista biten känns som ett märkligt tillägg då de som påpekat aldrig levererar kvällstid. Inte läge att märka ord i detta läget dock. Jag tillägger efter hennes utfall att jag faktiskt betalat mellan 200-300 kr extra för just detta. Då hånskrattar hon högt och säger

-”Ja du, för de löjliga summorna kan ingen köra hem”.

Jag konstaterar strax efter att Posten erbjuder hemkörning kvällstid för 299 kr…

Mycket har sagt efter detta i ärendet, men inget lika dumt som ovanstående. Nu sitter jag i alla fall här och väntar och klockan är 11.01 när DHLs chaufför ringer:

-Hej, jag blir några minuter sen. Hoppas det är okej?!

Ja, vad svarar man på det? Det är ju inte hans fel. Varför kan, mellan 9-11, aldrig vara närmare 9?

Hur som helst. Jag kommer aldrig mer att beställa via DHL om jag kan undvika det. Posten nästa!

Vad kan man dra för lärdomar av ovanstående?

Behandla alltid dina kunder värdigt även om du tror eller vet att du har rätt. Jag förstår att det kan bli fel ibland. Jag förstår dock inte hur man kan behandla kunden som en idiot för det.

Customer care, brilliantly performed!

by Lars Andersson on 2011/10/09 in Case management, CRM with Comments Off

Great customer care started off with silent complaining

A bit short of one year ago I bought a vaccum cleaner at Elgiganten. For a while I have been silently complaining at home about the battery capacity of the device. A few months ago it became obvious something was wrong. Instead the promised capacity of about one hour all my machine could manage was a maximum of 3-5 minutes.

Heureka, I found the receipt

Surprisingly enough I managed to finally find the receipt with two weeks to go on the warranty. I went to the store, all pumped up with arguments, to ask them to repair my hoover. To my surprise I got the reply: “The way you describe it the device does not seem to be ok. Go into the store and pick up a new machine! As you get to the cashier you tell them you talked to me and give them this note. It will give you a new 12 month warranty.”

I was shocked

To be honest I got shell shocked and did not even comment the matter. I just went into the store, picked my new hoover up and got the prolonged warranty. From start to finish it took no longer than 5 minutes.

Great customer care = happy customers

On the way out I got myself together and told the case manager that I was amazed at their customer service. He simply replied that handling cases this way was much cheaper than the alternative and gave more satisfied customers.

I could not agree more! Customer care in a nutshell! Way to go Elgiganten!

If You Are Going To Do It, Do It Right!

by Lars Andersson on 2011/10/07 in Case management, CRM with 2 Comments

Hotell Norrtull

On a business trip to Stockholm

A couple of weeks ago I stayed at Hotel Norrtull in Stockholm for one night. I was on a business trip so the ability to work in the hotel room late in the evening was essential.

Wi-Fi essential

When I booked I asked if they offered a Wi-Fi connection for their guests. The reply was positive so I reserved a room. Checked in around 9 pm I asked how to log on to the Wi-Fi. The hotel clerk looked at me with surprise and answered “We do not have the ability to offer any Wi-Fi connection on that floor and we have no other available rooms. I am sorry”. “You can, however, sit here in the lobby and work if you would like to!”

I explained that one of the main reasons for booking this specific hotel was an available network. I also added that it may be a good idea to instruct the staff on how to inform the customers regarding the Wi-Fi limitations?

The hotel clerk got really annoyed and said “Sorry, nothing I can do about it!” Since I had no other option I had to take the room anyhow. However I was really annoyed..

Trying to fix it

About 45 minutes later the hotel clerk knocked on my door. They had magically discovered an available room on another floor. A floor with a Wi-Fi connection. As I was pleasantly surprised I thanked him for being flexible and customer oriented! Way to go.. customer care in a nut shell.

The twist

But.. of course there is a twist to the story. I packed my stuff, took the new key-card and headed upwards. Entering my new room I soon discovered why it was available. The sole window let as much in from the surroundings as a 16 century castle. The second thing was that the lights barely worked, a single light bulb had to make up for the lack of windows. And of course, the TV did not work. However the bed was ok to sleep in and the Wi-Fi worked, just as promised..

Lesson no. 1

Is there a lesson to learn? I think there is: If you get a customer complaint and decide to try to fix it, do it right!

(hey wait, you didn’t really think I was the only one noticing the lack of a WiFi connection on the third floor? http://sfbulldog.com/alexandra/2008/10/24/axfiles-0845/)

Lesson no. 2

So lesson number two from this story must be to actually check the comments on the internet regarding you services from time to time.. The first blog post is from 2008!