Guardsman - Follow Up To My Previous Post From 3-7-13
CHICAGO, ILLINOIS -- I wanted to do right by individual (and the company) who helped me resolve my issue in a favorable way. Yesterday, I wrote to complain about the inability to "go over" the CSR who denied my claim. I did some research and found the parent company who owns Guardsman. I contacted the corporate office and received a contact to escalate my issue. I was pleased with their (her) quick turnaround time to call me and to resolve my issue. I received an approval notification this morning and should be expecting a local technician to call me early next week.
I hope that the main reason for my rant ( the poor customer service experience) gets resolved as that was the primary reason for my frustration.
To employee #7001 and all the other CSR's that I spoke to and refused to transfer my call, you may never read this, but whether you're happy in your role or not, please know that the customer experience is what matters most to an organization. Know that I would have been satisfied if I was able to speak to a supervisor and plead my case. If the answer was still "no" then at least I knew I had a chance to escalate and speak to another individual a rung higher on the ladder.
Again, to corporate management and the individuals involved in my situation, I hope there is additional customer service training provided. Also, the corporate script (handbook) are "road maps", and are not finite, and that your role is to do what you can do to provide a pleasant experience for the customer.
I live in a world where escalation of customer issues are welcomed and perhaps that is a key reason why our sales 200% to $5B over the last 8 years.