Published: December 20, 2008 05:09 pm            

Students find customer service lacking

Editor’s note: This is part two of Marilyn Helms’ column on a customer service project by her quality management class at Dalton State College.



Clothing and sporting equipment. Defective soccer shoes ordered from an international catalog vendor were promptly replaced and the company even added a free soccer shirt for the student. My student mentioned he frequently orders from this company and is a good customer and they did treat him accordingly. A student’s gift for his father was a horseshoe toss game set that broke the first time they played the game and tossed the horseshoes. A response from his letter to the manufacturer mentioned they’d either replace the set of horseshoes or substitute another item of equal value and asked him to send the UPC panel and a photo of the defective products. The same day he received the letter he also received a package containing a replacement horseshoe game which was surprising given the different instructions in the letter. He has not used the new set yet to know if the quality is any better.

A ping pong table purchased from a major retailer was missing the net though it was noted as included. Calls to the manufacturer’s customer service department were unanswered after holding from between 10 to 20 minutes each time. When he finally reached the company, they said there was nothing they could do and didn’t volunteer to refund the $10 the student paid to purchase a net.

A petite student was frustrated that the pants and jeans from her favorite retailer were at least an inch longer this year when compared to last year’s styles. She measured and compared the pants and also checked the size charts listed on the company’s Web site. She even took multiple photos to show the differences. She received no response or e-mail from the company and said she’s still not worn the pants because they must be altered.

Products and pets. Numerous promotional flashlights/key chains ordered as a trade-show give-away used in a student’s family business were found to be defective by various recipients. The flashlight tips would not stay attached. The company imprinting the 500 products answered the e-mail complaint within 24 hours and quickly sent her 50 free replacement flashlights in a different style. After the chief executive officer received her follow-up letter, he personally called to talk about the issue and included a comment card in the replacement order.

A student with a new baby purchased a rocker from a children’s furniture store and was told to expect delivery of the product in three to four weeks. After six weeks, he called the store and customer service at the US furniture manufacturer. After several calls the student finally reached customer service to learn the fabric for the seat was out of stock and back ordered. Ten weeks later the chair finally arrived.

A spray-on tanning product didn’t spray correctly from the aerosol container leaving blotches and circles on the skin, a week before the student’s wedding. The product had to be scrubbed off the skin with pumice. A letter to the manufacturer was answered with coupons to replace the product. A call to the company indicated they knew about the problem with the product and had received other complaints and were working to correct the issues.

A student purchased a reptile and kit for his young son only to be given the wrong heat lamp bulb and having the heat light melt through the tank. While waiting for the correct light, the bearded dragon lizard became cold and ill and had to go back to the store. The store did gladly replace the light and gave the student back his first lizard and a second lizard for his trouble.

Faulty replacement valves for a kitchen sink were another student’s problem. Purchased from a local big box home improvement store, the valves were only oriented in one direction and when they were installed, caused his faucet handles to operate in reverse. He e-mailed the manufacturer and got no help and when he called and later returned to the retailer, they suggested he select another brand of replacement valves made by the faucet manufacturer. The class questioned why the big box retailer carried this option which was less than optimal. As a class we agreed customers would pay more for a quality product that corrected the problem.

A student was double charged for movie rentals from a retailer. When she returned to have the amount credited the clerk couldn’t help and suggested she return to meet with the manager. After numerous return visits and calls, she was told to bring in her official bank statement (and not the on-line printed copy). She never received the credit but finally got two free movie rentals.

Good news. A student wrote to his new dentist to compliment the helpful staff and customer service. The dentist noted his surprise in his response letter indicating he typically only received complaints.

Learning and suggestions. Companies should provide appropriate staffing for customer service and answer all calls, correspondence and e-mails promptly. Companies should not place blame for the problem (on new employees or suppliers) but should immediately apologize and indicate they would promptly investigate the cause of the problem and later follow up with the customers.

The quality literature notes the customer primarily wants to know the company understands their issue and will work to resolve and eliminate the issue for others. Also, don’t make the solution to a problem the burden of the customer with many repeated calls, letters, e-mails, visits to stores to find managers or the need to have official bank documents or receipts. All consumers should however save receipts if possible and carefully reconcile then with bank statements and charges regularly. Before you pay for a product too, check that all internal parts and components are indeed included.



Marilyn Helms is a business professor at Dalton State College.

        

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