5 Superior Customer Service Qualities — How I Continued to Feed My Caffeine Habit

Ever have a great customer service experience? They are few and far between, no? In fact, Great Customer Service has become a bit of an oxymoron these days. Well, today I had a great customer service experience. Needless to say, I was more than pleasantly surprised. I always am these days when a company performs even the basics and doesn’t jack me around, leaving me in a worse position than I was before I called them. I have had way too many bad experiences that left me with a bad taste in my mouth, and a vow to never do business with a particular company again. Not only to meet, but to EXCEED my expectations? Well, THAT is special. Priceless as they say. So let me first set the stage.

Coffee — The Beverage of Champions and Authors

I love coffee. My wife loves coffee. We use and love the convenience of our Keurig 2.0 brewing system. We have owned several Keurig systems and have even bought some for friends as presents. The only negative thing I can say about Keurig, revolves around the debacle of the Vue system they came out with that takes a different kind of pod. That was a mistake. I bought one to replace my old Keurig, and have regretted it ever since. It’s sitting on my pantry shelf now. Then, I bought a Keurig 2.0 about 4 months ago, which uses the much easier to find K cups, and I’ve been happy ever since. It makes a great cup of coffee, and there is a large variety of coffee from different brands, and different flavors to choose from.

Now for those of you that are going to get on me for how much more economical it is to buy and make coffee a different way, I get that. But this is the way I choose because: a) it’s convenient, and b) it pleases me! Besides, I look for specials and use discount coupons. I was able to make some coffee pod purchases over the holidays at Bed, Bath and Beyond, that came out to an average per cup price of 20 cents. But I digress. Back to the plot line.

My Cup Runneth Over

While making a cup of coffee the other day, I noticed several disturbing events during the brew cycle. I attempted to address these using the brewer manual and the troubleshooting guide to no avail, so I called Keurig on their toll-free line. After what ended up being a 10 minute call, the Keurig representative determined that my brewing system needed replacement. They are sending a new Brew System to replace mine, at no charge. It should be here in 3 days.

The whole experience was very gratifying. And it left me thinking about the specific good things that happened during this call that simply amazed me and left me with a burning desire to write this post.

5 Superior Customer Service Qualities

So here are the 5 superior customer service qualities exhibited by the company and the service representative, which exceeded my expectations.

  1. Virtually no hold time waiting for a live person to field the call.
    Too many times, the recording says, “your call is important to us. Don’t hang up, and we will handle your call in the order it was received”. Well, I don’t think my call is that important to you, or you wouldn’t have to tell me. You would just “answer” the call in a timely manner!
  2. The representative was efficient.
    She asked crisp questions, and got to the heart of the matter in mere minutes — often times, it takes forever to go through a troubleshooting exercise with an on-line rep, even after you tell them that you have already gone through the steps they are asking you to perform. Not here. After I explained to her all I had done previous to my call, she cut to the chase.
  3. The rep spoke in a manner that was easy to comprehend.
    She repeated back the information I gave her in response to questions, to ensure she had understood correctly. She ensured that the spelling of names and places was correct. No frustrations with responses like, “I can’t locate your account” when the issue is, they misspelled my last name, or did not hear the serial number correctly.
  4. The rep was knowledgeable and proficient.
    Obviously, she had been well-trained in the product line, and in talking to real live customers. She had skills. She knew the product inside out, what to say, how to say it, and what to do.
  5. She was extremely professional.
    During the entire process, she always referred to me by my last name, and explained in great detail how the return process would work. She described what would happen, when it would happen, and what I needed to do once the replacement unit arrived.

I complemented her on the way the call was handled, and remarked that Keurig must invest in thorough training of their service reps. She thanked me for the compliment, and acknowledged the amount of training and time the company invested in their people. It clearly showed. The whole experience blew me away.

So there you have it. Those are the 5 key things that result in a superior customer service experience. Kudos to you Keurig! There is hope for the world after all!

What is YOUR company’s customer service experience like? What have you experienced calling companies for service and support?

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