Wednesday, June 20, 2012

Smooth Operator

When you’re in the business of helping people, which we are, customer feedback is everything. Sometimes it’s word of mouth, sometimes it’s online reviews, and sometimes, more rarely, it’s directly into our inbox.

This email was received regarding our newest addition to the team, Nicolas. Nick has impressed us since he started here, but it is great to know that he’s impressing the experts as well:



>>> LETTER TO MANAGEMENT - FEEDBACK FROM 1ST-TIME CALLER

To whom it may concern,

I don't do this often, but I feel I should forward a commendation on the performance of one of your front-line customer reps, namely Nicolas Yarosz.

My issue was "passed off" by the Google support team, and I was instructed to call your firm, thus I expected, well, not the best. I was surprised.

Nicolas was courteously proactive, wading through my decades-wandering IT babble, and providing me with sound, balanced advice. I'd made it clear that the services I required were for a start-up company, but Nicolas treated me as if I was calling from a Big Account. That was cool. I'd called 15 minutes to closing time, but Nicolas didn't hurry, offering me concrete solutions and answering my resultant questions. His presentation of your company's services was flawless.

My creds: I've been training phone reps since 1988, then hitting the tech support floors in 1996 at CompuServe, where I co-wrote the book on Quality Customer Service. I've managed at MS, and my UCLA degree is in Psychology, specialization in Human-computer Interaction (Usability). Therefore, I do know what I'm saying, when I say: hold on to Nicolas. I see in him a teacher; a person who can explain important nuances of the trade to his coworkers, despite the fact that his experience at this point is "under construction." (That never stopped me.)

In conclusion, I'm very pleased with the first-line treatment I received from your company, thanks to Nicolas. Even if I decide to go with your solutions only at a later date, I will certainly recommend calling your firm, to any of my clients, immediately.

Kudos to all of you.