My Account Was Hacked! A Lesson in Customer Service
First he was sympathetic and apologized profusely, as if he himself had done me wrong. (I immediately felt like I had made a new friend at my favorite brand.)
Then he promised to “make it all right.” There was no questioning me (“Did you give someone else access to your account? Does anyone else have your password? Is it possible you granted access to someone and just forgot?” — The usual bland, accusatory tone that I expected).
He encouraged me to immediately change my password to something stronger. Done.
He then reversed all the charges. Yeah!
He refilled my card to the exact amount BEFORE the hack, and promised to send me a new card immediately. Excellent!
All the while working in a competent but friendly manner, telling me he had never heard of this happening to anyone at Starbucks before. (Thank goodness.)
Net-net, we ended the call with me feeling totally vindicated, confident that my account was now secure once again and knowing that I would continue to be brand loyal.
Now, why can’t all customer service reps be this sympathetic when a customer calls? Why do most of them seem to either:
- Speak too fast (so I have to ask them to repeat what they said) or too slow (like I’m an idiot)
- Be totally bored with my problem
- Distrust that I’m telling the truth
- Need me to repeat my name, or email address, or mailing address over and over again
While I know that there are plenty of consumers who are trying to “scam” companies (claiming the merchandise was broken when it arrived when they themselves broke it), the motto “the customer is always right” seems like a long-forgotten cliché for many organizations.
So kudos to Starbucks … And to their customer service rep (I think his name was Bob; I pictured him as sort of a 40-something with a beard — like the friendly neighbor who chases your dog down the street when it escapes your yard). I’ll keep visiting your stores and I’ll keep my loyalty card because those “every 10th drink free” isn’t the only incentive for continuing to do business with them.
A blog that challenges B-to-B marketers to learn, share, question, and focus on getting it right—the first time. Carolyn Goodman is President/Creative Director of Goodman Marketing Partners. An award-winning creative director, writer and in-demand speaker, Carolyn has spent her 30-year career helping both B-to-B and B-to-C clients cut through business challenges in order to deliver strategically sound, creatively brilliant marketing solutions that deliver on program objectives. To keep her mind sharp, Carolyn can be found most evenings in the boxing ring, practicing various combinations. You can find her at the Goodman Marketing website, on LinkedIn, or on Twitter @CarolynGoodman.