I had a customer service related problem with a well known printer manufacturer for PCs. The specific problem isn't the point, but rather the way it was handled is something all companies would take heed - including USAirways.
I purchased the printer at a certain large computer store chain. I took it home and, after a few days, finally got around to hooking it up. Problem is, the computer wouldn't recognize it. Long story short - I called the customer care line of the printer manufacturer. Within 2 minutes I was talking to a rep who not only spoke clear English, but was able to process my issue quickly and make a decision ON THE SPOT to send a replacement printer OVERNIGHT.
How does this relate to USAirways? How does this relate to any business?
Are you listening Doug?????
I purchased the printer at a certain large computer store chain. I took it home and, after a few days, finally got around to hooking it up. Problem is, the computer wouldn't recognize it. Long story short - I called the customer care line of the printer manufacturer. Within 2 minutes I was talking to a rep who not only spoke clear English, but was able to process my issue quickly and make a decision ON THE SPOT to send a replacement printer OVERNIGHT.
How does this relate to USAirways? How does this relate to any business?
- The employee I spoke to had the tools they needed to support me and walk through my problem.
- The employee I spoke to never had to put me on hold or transfer me to another person to handle "step B" or get any kind of authorization.
- The employee I spoke to was friendly and apologetic for the inconvenience.
- The employee I spoke to was empowered to fix the problem.
Are you listening Doug?????