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How Joe The Customer Service Guy ...
How Joe The Customer Service Guy Redeemed His Entire Company With Two Words
I ordered some supplies for the scrapbooky laminating machine thing online, since they were way cheaper there than in the store. They were sent via DHL, a delivery company I've always kind of had a sneaking, illogical fondess for after a breakneck ride in a DHL bus from Arusha, Tanzania to Nairobi, Kenya back in 1991.
As you do in this digital day and age, I obsessively stalked the delivery online via their package tracking service. At 1:03 today, the package was reported delivered. Yay! I stop by the apartment office on the way in and ask if I have any packages - I have no idea if it's heavy or not, and I don't want to drive my car to my apartment and get the delivery slip, then drive back on the off-chance it's too heavy to carry. They say yes! And give me ... a UPS package. It's one that's got the keychain charm things I've been waiting for, so that's good, but they don't have a DHL package.
Hm. Maybe he left it by the front door, like the FedEx guy does. I drive around and on the door is the UPS package slip, no DHL slip, and no DHL package. Not good. He probably left it by the door, and someone stole it. Great, just what I needed. It's not like I'm out a whole bunch of money, but it's hideously inconvenient.
So, I look the delivery up online and I see an ominous-looking code. Looking up the code, it seems it's the code for "left by front door." Well, hopefully they have some sort of policy against that. I call their customer service number, which is surprisingly easy to find on the site, navigate through the labyrinthine phone system, and get an actual living person on the phone. He looks up the package and says it was marked delivered, and that it was left by the front door, and confirms with me that I say it's not there, and that this is an apartment complex, and that there's an office where deliveries can be left and signed for. And says that he's contacting the local branch and they'll contact the driver, and I'll get a call back within two hours.
About an hour later, as I'm stewing around thinking terrible thoughts about the entire company, there comes this faint tap-tap-tapping at my front door. I rush over there, wanting to find out what the driver has to say about this, and open the door to see merely a package, gently rocking in the breeze created by the driver as he hightailed it out of there and the sound of a car, carefully parked just out of the sight of my front door, gunning it the hell out of there.
Ah. Assuming that was the end of that, I picked up my package and came back inside.
About an hour after this, my phone rings. This is where Joe the Customer Service Guy comes into the story. Joe the Customer Service Guy introduces himself and explains he's calling about my dispute. He says that the local branch of the company says that the driver has gone home for the night, so they can't contact him, and he is very sorry about that, but that he will be contacting him on Monday and---
I interrupt. "Let me tell you what just happened. About an hour after I called, there was a gentle knocking at my door, and when I opened it, I found the package, rocking slightly in the breeze as the delivery guy hightailed it out of there."
Joe the Customer Service Guy is silent for a moment. Then, taking a breath, says "Oh... really?"
I say oh yes, and Joe the Customer Service Guy says in a quite firm tone that he will be following up on this incident and that he is deeply sorry for any inconvenience this may have caused me.
Yeah, it's really nice when something happens to go right for once.
I really have no idea what was up with that driver. Did it get lost in the truck? Or was it subject to the eeevil mistake that was once made by a restaurant delivering to me. I live in Fort Worth, right next to Arlington, and there's an apartment complex that has interior named streets like mine, with the same street name as mine, in Arlington. The restaurant didn't notice that I was in Fort Worth and not Arlington, and attempted to deliver there. It's possible this same thing happened here, even though the FORT WORTH on the address was quite clear. But if that was the case, why the hell didn't the driver own up to it? Or why didn't he just leave it by my door and not knock? If that was the case, I'd have started second-guessing myself as to whethere it was there or not when I came in (even though I'd have had to trip over it), or started wondering if it was accidentally delivered to a different apartment and that resident just left it by my door. But this way, I know for damn sure the driver was up to something and he knew it.
If I get updated on the situation - I don't know if I will or not - I'll let you guys know what happened. :)
I ordered some supplies for the scrapbooky laminating machine thing online, since they were way cheaper there than in the store. They were sent via DHL, a delivery company I've always kind of had a sneaking, illogical fondess for after a breakneck ride in a DHL bus from Arusha, Tanzania to Nairobi, Kenya back in 1991.
As you do in this digital day and age, I obsessively stalked the delivery online via their package tracking service. At 1:03 today, the package was reported delivered. Yay! I stop by the apartment office on the way in and ask if I have any packages - I have no idea if it's heavy or not, and I don't want to drive my car to my apartment and get the delivery slip, then drive back on the off-chance it's too heavy to carry. They say yes! And give me ... a UPS package. It's one that's got the keychain charm things I've been waiting for, so that's good, but they don't have a DHL package.
Hm. Maybe he left it by the front door, like the FedEx guy does. I drive around and on the door is the UPS package slip, no DHL slip, and no DHL package. Not good. He probably left it by the door, and someone stole it. Great, just what I needed. It's not like I'm out a whole bunch of money, but it's hideously inconvenient.
So, I look the delivery up online and I see an ominous-looking code. Looking up the code, it seems it's the code for "left by front door." Well, hopefully they have some sort of policy against that. I call their customer service number, which is surprisingly easy to find on the site, navigate through the labyrinthine phone system, and get an actual living person on the phone. He looks up the package and says it was marked delivered, and that it was left by the front door, and confirms with me that I say it's not there, and that this is an apartment complex, and that there's an office where deliveries can be left and signed for. And says that he's contacting the local branch and they'll contact the driver, and I'll get a call back within two hours.
About an hour later, as I'm stewing around thinking terrible thoughts about the entire company, there comes this faint tap-tap-tapping at my front door. I rush over there, wanting to find out what the driver has to say about this, and open the door to see merely a package, gently rocking in the breeze created by the driver as he hightailed it out of there and the sound of a car, carefully parked just out of the sight of my front door, gunning it the hell out of there.
Ah. Assuming that was the end of that, I picked up my package and came back inside.
About an hour after this, my phone rings. This is where Joe the Customer Service Guy comes into the story. Joe the Customer Service Guy introduces himself and explains he's calling about my dispute. He says that the local branch of the company says that the driver has gone home for the night, so they can't contact him, and he is very sorry about that, but that he will be contacting him on Monday and---
I interrupt. "Let me tell you what just happened. About an hour after I called, there was a gentle knocking at my door, and when I opened it, I found the package, rocking slightly in the breeze as the delivery guy hightailed it out of there."
Joe the Customer Service Guy is silent for a moment. Then, taking a breath, says "Oh... really?"
I say oh yes, and Joe the Customer Service Guy says in a quite firm tone that he will be following up on this incident and that he is deeply sorry for any inconvenience this may have caused me.
Yeah, it's really nice when something happens to go right for once.
I really have no idea what was up with that driver. Did it get lost in the truck? Or was it subject to the eeevil mistake that was once made by a restaurant delivering to me. I live in Fort Worth, right next to Arlington, and there's an apartment complex that has interior named streets like mine, with the same street name as mine, in Arlington. The restaurant didn't notice that I was in Fort Worth and not Arlington, and attempted to deliver there. It's possible this same thing happened here, even though the FORT WORTH on the address was quite clear. But if that was the case, why the hell didn't the driver own up to it? Or why didn't he just leave it by my door and not knock? If that was the case, I'd have started second-guessing myself as to whethere it was there or not when I came in (even though I'd have had to trip over it), or started wondering if it was accidentally delivered to a different apartment and that resident just left it by my door. But this way, I know for damn sure the driver was up to something and he knew it.
If I get updated on the situation - I don't know if I will or not - I'll let you guys know what happened. :)
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I love it when customer service people are awesome and pissed off on your behalf. It happens so rarely, it really rocks.
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"I'm sorry." because, really, an apology still does go a long way.
The other is to say, without actually saying it, that someone else in my company has been a dumbass and I'm going to do everything in my power to fix it, because that sort of behaviour pisses me off too.
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Oh, good show, Joe-san! (And I'm glad your stuff got there OK!)
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Helpful customer service is always a treat, I had a fed ex upset once and they refunded my shipping for a package that was only a day late.
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My favorite customer service redemption was the Level 3 tech at Time-Warner Internet saying, "Wow. Level 2 guys are just morons, aren't they?" It's a shame the one guy couldn't redeem the rest of the company's "We're the only game in town, so nyah!" attitude.
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