The following is a post from Tricia Keels, Social Media Manager here at CTS.
What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the call center handled the situation like champs from beginning to end.
And now, Tricia…
Electronics and I don’t mix. Electronics and our 11-year-old son, Atticus, do. So you can imagine how upset he was to find his little sister had shoved the SD card into his Nintendo 3DS backwards. The thing never worked the same after that. It was time to call customer support.
My expectation was that I was going to waste my entire afternoon on hold, not understand what the techie was saying to me, and endure lots of noise, not only from my three kids running around, but from a noisy call center as well. You can see why I didn’t want to pick up the phone.
But, I love our son, and he bought this Nintendo 3DS with his own money, and it wasn’t even a year old.
What actually happened was the exact opposite of my expectations.
As customer service professionals, we are always thinking of ways to respect our customers’ time. Nintendo’s documentation, their expert call center reps, and their patience with us flipped this on its head. In the end, they had me, the customer, respecting their time as we navigated the steps to get this device fixed. Read More