Monday, March 08, 2010
Radio Flyer Customer Service Kudos
Pretty sure i'm loving Radio Flyer.
sometimes i think customer service is almost a dead concept; or at least the way i define it. I see it as putting oneself in the shoes of the customer and giving them what they need. it is art and science; passion and pro-activity. often i wonder if they only people that anticipate my needs are telemarketers (actually they anticipate not my needs but attempt to create a want).
i bought Radio Flyer trycicle for my daughter when she was 3, she is now 9. it is still in good shape except for a small plastic part attaching the front wheel to the forks. i'm thinking if i can find this small and hopefully inexpensive part, this trike is good for my 18 month old son. i called RF hoping for the best but expecting the worst.
let me vent....
usually the worst is calling and...
1. getting lost in an endless maze of phone prompts
2. having access to dozens of phone prompts, none of which are what i need
3. talking to some one named fred with a distinct india accent
4. having a hard time hearing "fred" because "bob", "mike", "sue" and "nancy" are in the background talking too loud (they are probably all in a cubical built for one
5. after actually talking to a live person, they have to transfer me to someone else because i'm invariably in the wrong department
6. after actually talking to a live person, they have to transfer me to someone else because i'm invariably in the wrong department
7. after actually talking to a live person, they have to transfer me to someone else because i'm invariably in the wrong department
8. after actually talking to a live person, they have to transfer me to someone else because i'm invariably in the wrong department
9. finally, i get to a person in the right department and they locate my part, order it for me but have to transfer me to another department because they cant process my credit card
10. being disconnected at any time
my rant is over, but thanks for indulging me, i feel better.
back to RF saving the day.
i dialed the number from the website. i got an easy, understandable prompt, was transferred to the warranty department. i told them the model number, they didnt ask for a warranty card, phone number or anything. they said, we would love to send replacement parts, and by the way we'll also send new pedals to make it look better. no credit card needed. free. they came in the mail today, exactly 2 days later.
dear RF, thanks for making my day and giving me belief in customer service. i think i'll go out to eat tonight. indian food, they have great service.
youth ministry application - what brand of customer service are you providing? customers range from regular attenders, parents and especially, potential new customers, 1st time visitors. what do your staff and regulars "sale" newbies? what happens when someone wants a "refund" or needs to file a complaint?