Friday, 9 November 2012

Brilliant service from a brilliant team!

Michael Heppell's team answer the phone, "Hello, it's a brilliant day at Michael Heppell, [person's name] speaking, how can I help you today?"

That greeting, spoken in a sincere, friendly voice as if the person at the other end of the phone is really happy to be talking to you and genuinely cares about helping you, was all it took this morning to cheer me up.

Why did I need cheering up?

I'd been struggling to book on Michael's seminar in Gateshead next month.  First the (third party) site had the wrong date for public booking, then it said I had to register and give my boss's details as well as mine (why?!), and then it said I couldn't book at the moment.  The lady at Gateshead tried to resolve the problem by referring it to their design team, but I hadn't heard from her in a few hours.  And when I tried to phone to book, the phone wasn't answered.

In a state of some frustration I rang my contact at Michael's office, Ruth.  She had been very helpful in advising me of the seminar in the first place, and then in advising me how to book.  And her friendly voice coming down the phone made me feel better straight away.

Ruth understood immediately the trouble I'd been having, and she personally rang the Gateshead office to try and book.  She had no luck either - and she rang me back to tell me so and that she would keep trying.  Now that is top service because she kept me in the picture.  She really did care whether I booked on the course or not.

Eventually, my contact at Gateshead said she would book me on the course herself if I would give her an address for the invoice.  That was good service too.

Thanks to both those ladies but especially to Ruth, who made me feel valued and appreciated as a customer and delivered brilliant service.

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