Search results

Customer Service Review: Walgreens

Thursday, February 9, 2012 @ 04:02 PM
posted by mrscaz

 

Fighting for good customer service

So you know how I’m a stickler for customer service? I have a tendency to tweet when I receive bad customer service. I also tweet when I get awesome customer service. Well…this time I got some good and some bad. It all happened the other day when I had to get a different dosage for my prescription. I needed to take 1 1/2 pills a day instead of 1. It wasn’t a huge deal, or so I thought.

I received an automated message from Walgreens that my prescription couldn’t be filled because of something with the insurance. Not a big deal really, I figured I would just call them and find out what was going on. After all, I waited until I only had one pill left to call them. So I guess it was a big deal, but not a I’m-gonna-freak-out-if-I-can’t-get-my-meds kinda deal. I spoke with a pharmacy tech, hoping that she could just tell me what the call was about and if there was anything I could do. It turns out that my crappy, expensive private insurance won’t cover more than 1 pill a day. Go figure. “So what do I do”, I ask. She starts to explain again about the insurance denying coverage. I interrupted her and I tell her I understand that, but what are my options since I am down to 1 pill. Usually, they will give you up to 3 pills until you get authorization so you don’t have to skip any doses. She didn’t offer that. She got really defensive and said there was nothing she could do and I would have to speak with my doctor and the insurance company. Okay, not a problem. Then she says I can purchase a couple pills to hold me over.

This is when things get really wonky. I got the feeling the first time I interrupted her that she was overreacting to whatever she was thinking I was saying, or moreover how I was saying it. I wasn’t mad or sad or crying or upset or distressed. As a matter of fact, I was smiling. I asked her how much a couple pills would be and she asked me how many I would want. Since she already said “a couple”, I assumed she had a number in mind. But we were going around in circles. She kept saying the same thing and I was confused as to why she was being so cranky with me and why “a couple” wasn’t 2. It spiraled out of control quickly. I tried to stop her from freaking out on me but obviously interrupting her repeating herself was some sort of trigger. She accused me saying, “Well YOU are the one getting upset!” I laughed and told her I wasn’t upset. I was about to tell her that she gives horrible customer service and suggest she invests in some training, but instead asked to speak with her supervisor. Without so much as a “Sure. Hang on,” she put me on hold. If it weren’t for the hold music, I would’ve thought she hung up on me.

I was on hold for 30 minutes. That’s right. On. Hold. THIRTY. Minutes.

I hung up, which I assume she was wanting. But what she didn’t count on is that I know Walgreens well enough to know that if I tweet about it, they will respond.

Dapper Snappers kids belts tweet

 

And what do you know? Someone tweeted to me just a few hours later.

 

Dapper Snappers toddler belts tweet

 

A couple emails with Kristen and later that afternoon, the manager at the offending Walgreens called me. That was quick! I wasn’t expecting word for 2 days. The manager asked about the situation and apologized for the misunderstanding and the hold time. He admitted she should have called him to pick up if the pharmacy manager was too busy. I explained to him that it felt as though I was the bill collector and she had no money and was freaking out. It seemed to me that maybe she needed further customer service training. Also, I forgot I live in Florida, not Oregon, which makes a huge difference in expectations of relations.

So with the bad, so comes the good. Walgreens stepped up and provided (almost) immediate customer care. Once again, I applaud Walgreens for excellent customer management.

 

Blessings,

Common Cents Mama - Kids Belts - Toddler Belts inventor

off

Customer Service is… NOT Dead!

Tuesday, November 1, 2011 @ 01:11 PM
posted by mrscaz

Believe it or not, customer service is not dead! At least not here in the land of Dapper Snappers kids belts. I have always been a firm believer that customer service can make or break a small company.

What made me think of this was a comment on our Facebook page this morning (YAY! I love our customers!):

I know, I know there are all of these big companies out there that continue to get bigger and richer all the while losing the customer service aspect, but that’s not us. I’m pretty sure that no matter how big we get, our customers (whether they are retail stores or individuals) will always be number one for us.

You would think that we should be able to look up to bigger companies as an example, but on a recent trip to Target, I realized that might not be the case. A friend had bought Super Dude a new outfit as a gift only it was too small, so we had to return it. The teller at Target explained that she couldn’t return it without a receipt. I proceeded to explain to her that it was a gift and the gracious giver had not provided me with a receipt. She replied, “I’m sorry, I have to have a receipt.” Now the outfit we were returning had all of the original tags and totaled (with tax) $17.57, so it’s not like I had slipped an iPod under my coat and was now trying to return it. I will say that eventually (after about 5 minutes), she said “Well, I can’t give you cash, I’d have to put it on a gift card.” Um… ok, why didn’t you say that in the first place? I’m fine with a gift card.In fact, if you would have said that to start with, we could have bypassed this whole conversation!

Now, Kohls on the other hand, has always had amazing customer service. I don’t think I could think of a complaint. I have also heard nothing but great things about Zappos. I’m pretty sure that they are known for their customer service. In fact, when I typed the words “customer service” into a Google image search, Zappos’ logo popped up.

I expect all of  you to hold me accountable to this, so if you ever call or email or fax or send a telegraph or Morse code and we don’t respond promptly, please let me know!

Blessings,

Common Cents Mama - Kids Belts - Toddler Belts inventor

Customer Service Week: It’s Not Personal, or Maybe It Is

Tuesday, October 5, 2010 @ 10:10 AM
posted by mrscaz

Customer Service is Personal

I may seem a bit dichotomous as I write my series on customer service during this momentous week, but I want to make sure I attack the subject from both sides; as the Agent and the Customer. It’s a little different and a lot more work, but it will be worth it in the end as it appeals to a much broader audience. I am sure you fall into either category. So let’s start with todays subject!

I will be referring to the past weeks blog entries as my case study for this week. If you havent read them yet, check out Customer Service Gone Wrong Part 1, Part 2, and Part 3.

It’s Not Personal

If you are a customer service agent, then you should know that you can’t take what the customer says personally, otherwise you will hate your job. The customer isn’t angry at you personally. Well, as long as you haven’t said anything to piss them off. The customer is unhappy enough with a situation to say something. Let’s not exacerbate the situation by taking offense and firing back. Instead, let’s try some helpful anger management tactics.

Calmly ask the customer to hold for just one moment. (unless holding is what got them this upset)

  1. Take a deep breath.
  2. Count to 10.
  3. Take another deep breath.
  4. Repeat to yourself “This isn’t personal.”
  5. Take another deep breath.

Now, if you’ve tried all these steps in succession and you still have tension built up, it’s time to pass the phone off to someone else. You can’t let your customer wait on hold for more than a minute. If you can’t pass the phone off, then run through the steps again before getting back on the phone. Just try to remember, no matter what the customer says, you are only a means to an end. You just happened to get caught in their crosshairs. It’s your job to diffuse the situation. With good listening skills and a dose of empathy, you can do just that.

Also try to remember that this customer is doing you a favor by complaining. A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Without the customer, you are out of a job. This is an opportunity for improvement!

It’s Very Personal

Here is where I regal you with tales of my recent customer service woes. As you may remember from my first post Customer Service Gone Wrong: The Right Answer, I had an order go terribly wrong. What I ordered is not what was being shipped to me. I called first thing that Monday morning (8:02 am to be exact) to try to get the problem resolved. Long story short, I was told nothing can be done. Well I’m here to tell you that something can always be done. Unless you are dealing with a very small business where you are speaking with the owner and they have no customer service skills, something can be done. So, when you are faced with a “no”, do yourself a favor and ask to speak with someone else. Don’t lose your temper. Don’t cuss or otherwise throw a fit. Just calmly ask to speak with a supervisor.

Now, to be perfectly honest, that Monday morning I was in a rare mood. I could feel my temper getting out of control the first time I was told no and I started to get spun up from there. But I did regain my control, at least temporarily, between agents. The 2nd conversation started off much better, although it still didn’t get me the results I wanted. My point is that you can’t give up. You have to keep fighting for what you want, because it is personal. The person on the other end of the phone is a representative of the company and does not necessarily know the right answers. Sometimes it takes a persistent knocking to get the right door to open.

Do you know how many customers don’t complain when they have a bad experience? For every customer who bothers to complain, 26 other customers remain silent. 26!!! So, if you like the company’s products or services, then keep knocking. Get the answers you want and let them “wow” you!

Common Cents Mama signature

off

Customer Service Fish

Saturday, October 2, 2010 @ 08:10 PM
posted by mrscaz

Customer Service Fish

Me + Word Cloud Curiosity + Blog = Customer Service Fish

Wordle is such fun…

off

Customer Service Gone Wrong Part 3: “WOW” Me!

Saturday, October 2, 2010 @ 05:10 PM
posted by mrscaz

women shake hands

I sit here staring at a box with bright orange stickers on every side that shout “Saturday”. The box containing the order I originally wanted arrived just as arranged. How did this happen? Well, there is more to the story than just the end, that’s for sure. What started off as a problem with an order quickly escalated into a serious case of the unhappy customer versus the clueless customer service agents. It was then further exasperated by ignored emails and returns that were less than helpful.

Yesterday, after an unsigned canned congratulatory email (well actually only 1 line of an email) I can only assume was sent to me accidentally, I had enough. That was the last straw. It made no sense to me at all except that someone wasn’t paying attention and no one was addressing my requests. I sent this email:

Ok. Well, it’s been almost another 24 hours since I wrote back and the only response I’ve received is a partial canned email without the courtesy of a signature. What is going on over there anyway?

Could you maybe have a supervisor, or someone with some authority contact me? This issue really needs to be addressed by someone in charge.

Thanks,

Michelle Cazella

2 hours later, the phone rang. Jennifer from XYZ was calling to see what could be done to remedy the situation. Since I had already given up, I didn’t hold high hopes for a resolution to my satisfaction. We spoke about the problem that occurred and then looked over the order that went through. I explained the changes in my order and how it was going to be about $150 more than what was sent. Jennifer took the situation as an opportunity to “wow” me. She not only took my order over the phone, but she gave me the extra product I had ordered for free. She had the original shipment recalled and overnighted the order I wanted, at no extra charge.

Then we had a nice long talk about customer service. She and I agreed wholeheartedly about the situation and how it should have been dealt with differently. I would go into the details now, but I want to use this situation as a case study for Customer Service Week next week. Needless to say, the conversation lasted about an hour. And not once did I feel like she wasn’t listening. I felt understood. She did it right, and I will forever be a loyal customer to XYZ.

Why after all that trouble would I remain loyal? Well, I am a customer service geek. I love XYZ and I want to see them succeed. They just need a little pushing in the right direction. For most people, being told nothing can be done about the problem would have broken the relationship and they wouldn’t have said anything, they would just have never ordered again. The statistics of business lost because of poor customer service is staggering! I don’t want to see that happen for XYZ. They have a great company.

So, next week I will delve into what went wrong and how to get it right. There’s a lot of good stuff coming!

Common Cents Mama signature

Customer Service Gone Wrong Part 2: You’re Still Not Listening

Thursday, September 30, 2010 @ 11:09 AM
posted by mrscaz

Still Not Listening!

24 hours of waiting for a response is about all I can take. I decided to write back to XYZ company right after my last blog post.

I sent an email 24 hours ago and have yet to receive a response. Will someone be getting back to me?

Thanks,

Michelle

I received a response just a few minutes later.

Good Morning Ms. Cazella, I apologize that you have had problems with our website.  Usually when situations such as yours arise the shopping cart has not been updated properly.  On the website you must be sure to hit the Update Cart button while in your XYZ account shopping cart.  Afterwards you would hit Save My Changes button.  To make sure the order has updated correctly you would hit the View my Order button.  Your order should be updated and you should see the order that you completed.

Unfortunately our system is set up in such a way that orders cannot be guaranteed to cancel once they process.  This is what happened in your case and I apologize for that.  If there is anything you would like to have done please let us know and we will see what we can do.

Leisha A****, XYZ Client Services

To which I responded:

Hi Leisha,

I outlined what I wanted in my original email. I also explained that I am not a new user to the XYZ account shopping cart. I signed in. I updated, I saved my changes. I’m telling you I did it right. I’ve been doing this for over a year and a half. I’ve never had this problem before. But it feels as though no one is listening to me. As a customer, I’m very unhappy.

As a customer service expert, I’m really disappointed in the slow response and the lack of attention to a valid customer complaint. Customer service can make or break a company, even when the product is really good. I’m surprised that it took a reminder that I had been neglected to get a response. Please don’t get me wrong; I love XYZ and what it has done for me. I want to help you. My desire to see your customer service agents trained on how to provide excellent customer service far outweighs my anger over the incredibly poor customer service I received. I want to see your agents be successful. But you’ve got to institute some training. You cannot afford to take your customers for granted. Good customer service may be a bit more work, but believe me the rewards are incredible.

So please, do me and your other thousands of customers a favor. Get some training on how to deal with customer complaints, because we don’t just go away. And for every one of me that actually do speak up, there are hundreds of others that don’t. They just don’t bother to come back. They stop buying from your company and tell their family and friends not to as well. Bad word of mouth spreads like wildfire and is very hard to undo.

I have high hopes for XYZ.

Blessings,

Michelle

Really really really…I mean it people! We will see how the saga turns out. I will keep you updated. I will also be using this situation next week in my series on customer service. It’s my passion.

Common Cents Mama signature

off

Customer Service Gone Wrong: The Right Answer

Thursday, September 30, 2010 @ 10:09 AM
posted by mrscaz

I’m sure I’ve said it time and time again that customer service is my absolute passion. Great customer service gives me goosebumps head to toe. Bad customer service, or customer disservice, will make me so angry that it could very well ruin my day. Customer service issues do not just go away on their own. But some companies try to burry complaints under the carpet, hoping they will just go away. Trust me when I tell you, if you give me bad service, I will. not. go. away. Call me grumpy…

Bad Customer Service

On that note, I’m sharing with you a letter I wrote yesterday to a company that shall for now remain anonymous. Here it is:

I’m writing because I’m extremely frustrated with the lack of decent customer service I received this morning. This is what I explained to 2 different agents this morning;

Yesterday, I logged into my XYZ account and modified my order. I also added expedited shipping so that I could receive my order by the end of the week. The confirmation email sent to me this morning showed a repeat of the order I placed last month. That is not what I wanted and it’s not what I ordered.

I have been ordering from XYZ for over a year and a half now. I know how the system works. I know the difference between being logged in and ordering while not logged in. I’m telling you, the website is screwed up. When I saw that my order was a repeat of last time and not what I ordered, I logged in again and clicked on edit my order. The old stuff was there and what I had ordered was gone. I removed a couple items, upped the quantity on others, and then tried to add the missing items. The system wouldn’t let me add the items and kept trying to add it to the non-account shopping cart. I decided to call to see if I could get help getting my order fixed.

The first agent I spoke with was less than helpful. She basically told me that the order already processed and there was nothing she could do about it. I was frustrated because, as a business owner, I know customer service and you never leave a customer with no option but to put up with the system. I asked to speak with someone else.

The second agent I spoke with was more helpful to start with. She said that they would try to catch the order before it left the dock, but that there was no guarantee and that I would have to place another order to be processed tomorrow. Even with expedited shipping, I wouldn’t receive it until Monday. I explained to her that the system screwed up, I’m out of their product, and waiting until Monday was unacceptable. I also explained that there needs to be a change in the website so that when you log into your XYZ account, it takes you to another website so that there is no system errors. She said that there was a place on the website where I could leave suggestions. I wanted to tell her that she should take the suggestion and pass it on, or at least tell me she would. I didn’t, but I wanted to. The part that got me was that not only was she unwilling to help me figure out an alternative solution, but she actually said to me “Well, when you figure out what you want…” To which I replied “WHAT??? When I figure out what I want???? Excuse me?” She repeated herself and I hung up on her. Seriously, very POOR customer service. I was so upset by it, I needed some time to cool off before I could even talk to my husband about it without using cuss words.

My husband knows my strong feelings about customer service. As I stated before, I’m a business owner and I know customer service. As a matter of fact, I believe that good customer service is a requirement and excellent customer service builds customer loyalty. Without customers, you have no business. Nothing gets me fired up faster than great customer service. I’m the one who shouts from the rooftops when I receive great customer service. And I do the same when I receive bad customer service.

When my husband asked me what I would have done if I were the customer service agent, I told him “Well, first of all, I would have apologized for the ordering issue. I would have offered to take the order over the phone and have it shipped out immediately so that it would be received by the end of the week. Lastly, I would have requested that the incorrect order be shipped back when it arrives.” That is the right answer. What I received was poorly trained agents making excuses.

You see, I live by the phrase “Customer Satisfaction is Worthless, Customer Loyalty is Priceless” from the book Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back, and Tell Everyone They Know by Jeffrey Gotimer. Not the best written book, but the title says it all, literally. Other good books I would suggest are; Who’s Your Gladys by Marilyn Suttle and Lori Jo Vest, Delivering Happiness by Tony Hsieh – CEO of Zappos, and Perfect Phrases for Customer Service by Robert Bacal. The point is, get your people trained. Don’t let another customer slip through your fingers dissatisfied. It should never be that way.

You have a great program for ***** ****** and good products. But if I’m ever to decide to represent XYZ, I need to know that the people on the other side of the phone, your customer service agents, are going to help too. Keeping your customers happy should be your number one priority. It will buy you more than the cost of training your staff. It will buy you customer loyalty.

Also, please see if there is a way to fix the ordering system. I got screwed. I don’t want it to happen again and I don’t think anyone else should have it happen either.

Take care and God bless,

Michelle Cazella

503-xxx-xxxx

So it’s been 24 hours since I sent the letter and NO RESPONSE! Can you believe it? They should have responded immediately. I gave them my phone number, they have my email address. But no…nothing. Not a word. There is NO EXCUSE for not responding.

I am so glad that next week, October 4-8, is Customer Service Week. I’m going to share tips for providing excellent customer service and even share my own experiences dealing with difficult customer service issues. Make sure you check back daily!

Common Cents Mama signature

PROMPTuesday: 5 Customer Service clues

Tuesday, July 13, 2010 @ 11:07 PM
posted by mrscaz

Thanks to San Diego Momma, I am writing a post on PROMPTuesday: Make a list. And because I got miffed at a never-to-be-named manager of the-store-I-love-to-shop-but-will-remain-anonymous, I’m writing my list on customer service. If you need to know anything about me, I am BIG, I mean HUGE, on customer service. For me, it all boils down to the title of a book my husband once told me about that I never read but means everything to me; Customer Satisfaction is Worthless, Customer Loyalty is Priceless. I believe it 100%.

So, here are 5 Customer Service clues

1. It’s all about attitude. If you are not in the right frame of mind to deal with someone difficult, then step away and let someone else do it. A bad attitude will show itself not only in your body language when you are face to face, but in your voice when you are on the phone, and even in your not-so-well chosen words in an email. So watch yourself!

2. Give a little extra. You know how you are supposed to turn the other cheek? Give them the shirt off your back? Well, to the crankiest customers, you may have to do just that. But it will pay for itself in the loyalty you earn from that one customer.

3. When someone presents a problem, get creative. If you don’t have the answers, you can find them. And if you can’t find them, make them up. If it’s your business, then you make the rules anyway. If it’s not your business, then do your research.

4. Keep your customer happy by keeping in touch. Don’t leave them hanging, wondering if they are just being placated until they forget what it was they needed.

5. The Golden Rule, people… Treat others as you would want to be treated. It’s as simple as that…

So there you have it! Do you have anything to add? Post a comment!

Common Cents Mama signature

Customer Retention Department?

Tuesday, September 20, 2011 @ 09:09 AM
posted by mrscaz

By now, you all know that we have moved and I have really realized just how much I hate the entire process. I despise packing, moving boxes, cleaning the old place, unpacking, switching all of our services, changing our address on everything, and the list goes on an on…

This time, I feel like I have truly seen the whole customer service picture come full circle. Starting with the the AT&T fiasco of a phone call that I wrote about in an earlier blog and ending with the latest in what I call a fantastic deal.

I am just amazed at the level and quality of customer service when they’re put to the test, but why is it that you can’t get that service unless you threaten to leave? Once I tried to cancel one service to go to another provider, I was promptly transferred to the Customer Retention Department. Huh, really? Why can’t this just be the customer service department? Why are there so many levels of customer relations and why does it remind me of an onion? Why do I have to be transferred to yet another person who is “authorized” to give me the best deal out there? And why am I asking so many questions that I know you don’t have the answer to?

I have to say that I must be in a different world than companies like AT&T and DirecTv because where we come from in the world of kids belts, customer service is our bread and butter. It seems like with small businesses good customer service is expected or you get no business and word-of-mouth makes or breaks us, yet, that gets lost on big businesses. They can pretty much get away with what they want because they have a sea of customers to draw from. I guess I just don’t get where the line is drawn from little company making a living on customer service and a big company who wouldn’t know what customer service was if you laid it out in front of them.

Plus, I’m really frustrated at the fact it takes an act of congress to get a live person on the phone. Then, I think you have to pay extra for ones that speak (or more importantly, understand) English. Although, there is a great resource out there for immediate contact without the endless maze of questions the stupid automated system asks as I scream “CUSTOMER SERVICE REPRESENTATIVE!!!!!”. (I might be a little frustrated there) Have you checked out www.GetHuman.com? It is an amazing website that gives you the coveted important phone numbers that will take you to a living and breathing person, NOT a recording! AND… they also have an app!

In short (or not so short as the case may be) where is that good ole’ fashioned customer service, where you are greeted with a smile and a “how may I assist you?” and not “Hi, my name is Peggy…” (insert obscure foreign accent here)

Blessings,

Common Cents Mama - Kids Belts - Toddler Belts inventor

off

OPEN is the New Black

Thursday, June 1, 2017 @ 02:06 PM
posted by admin

Since our last blog notifying everyone that we would be “closing the doors” we have had a tremendous outpouring of love, support and concern on many levels.  We have come to the realization that while it took many long sleepless nights to get us to that decision the underlying factor is we have a great product that mom’s need and an amazing team in place and with a slight shift in operations we will be able to continue and move forward.  So it is with great pleasure to announce that…

Dapper Snappers will remain OPEN! 

 

open

Our manufacturing process will remain the same to ensure the same high quality products that are hand Made in the USA.  We have a new management team that is currently transitioning over and you will continue to receive the same level our outstanding customer service and attention to your orders as you have enjoyed in the past.

If you would like more information or have any questions, you can always reach us at Sales@ToddlerTechUSA.com or at 866-99TTUSA (866-998-8872).

 

If you would like to purchase Dapper Snappers > click here!

off