Customer service: the denoument.

I’ll spare you the details of the further steps I went through to resolve the issue described in the previous post so that I can get straight to a customer-service suggestion resulting from its resolution.

I called the check clearing provider a third time, and much of the process was the same — endless menu, entering lots of numbers into the phone, then repeating those same numbers to the human that eventually came on the line, and then a time on hold.

This is where the experience took a new turn, when the customer-service person reconnected. Instead of telling me that some of the bad information that belonged to someone else was stuck to my checking account until I jumped through their various hoops, she told me she had gone into “deep research,” found the problem, and corrected it. Unlike the other two reps I spoke with, this one seemed to not only care but showed initiative.

I was stunned, and asked if there were a way I could put in a good word for her with her company. No. So here’s the suggestion. Have a way for customers with unsolicited compliments for an employee to express them to the company. Why wouldn’t you do that? Once you identify who’s doing what right and make decisions based on that information, I’d bet warm fuzzies would accumulate.