In the past year or so, I have had to contact customer service more times than I can count. It started with changing and then canceling all my European travel plans due to COVID. Amazingly, I was able to get refunds without ever having to “put on my NY”.
Then I had a Company Store debacle. Again, once I got through to a real person, we hit it off, and all was well. I got the refund they had someonw “forgotten” to give me for the return I had made.
This week, I realized that I had a shipment from Williams-Sonoma that was not correct. I had ordered 4 sets of 4 plates — but got 4 plates. I was ready to fight, but …. once I got through to a person, they quickly understood and corrected it without question.
Next, my IKEA home delivery. I ordered a bed. The three boxes with the bed parts were here, but then I realized after they left that I was missing the “extra” pieces — the center rail and the slats. I was only on hold for a little while before I was connected with someone who could understand my issue and help. Unfortunately, delivery of the missing parts would be THREE WEEKS. So I had to spend 3.5 hours today collecting the missing pieces. Maybe I should have requested a refund on the delivery charge (+ the big tip!).
I am used to having to fight to get what I want, and I approach every interaction with anyone’s customer support by getting ready to put up a fight and demand for them to fix my issue. So I’m pleasantly surprised when things get fixed so seamlessly.
And, the fact that I do once again work in customer support, I try to remember than when people contact me with an issue, they may also start off on the defensive. And I am working hard to learn how to connect on a personal level ….. it’s a small world after all, right?
