Make it easy to say thank you

Over the past few days, I’ve had to contact a number of Customer Service and Tech Support groups, and I had not one but two glorious experiences, one to restore to life an uncommunicative printer and another to get seat assignments on four overcrowded holiday flights, for five people on three reservations. I heaped thanks, which I hope sounded as genuine as I meant them, on the two support people I worked with, a man and a woman, both with accents that suggested outsourcing.

And then I hung up, with the little glow that good service bestows on the receiver. And I wondered what I could do to let the powers-that-be know how wonderful those two individuals were. I don’t think I can do anything, especially since I only know their first names, which may well be stage names anyway. I might get a survey on my experience (I doubt it since it’s been over a day and I have not gotten one yet) but otherwise there’s no way I can express my gratitude. It seems like a lost opportunity, especially since I am a frequent flyer and a registered user for the respective companies, so I am no anonymous feedback giver.

If your customers want to say thanks, do you make it easy for them?

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3 Comments

  • Frances Phillips Reply

    In addition to our random event driven surveys that are prompted by a closed support case, all support employees have their full contact information as well as their manager contact names in their email signatures. If the support event does not require an email exchange, our clients can go to our private client webportal and find the analyst name who assisted them. We also have a “contact a manager” link on our client portal which would generate a thank you email into our business that would be forwarded to the analyst and/or their manager.

  • Pauline Mulvey Reply

    A great way to give recognition is to go to the business Facebook page. These days that will be seen by a lot more people within the org than a survey

  • Saleem Irphan Reply

    This is a really good idea – making it easy for customers to say thank you, when the experience is still fresh in their minds. I’m very keen to hear more ideas on this. Managers contact in email signatures is something we use as well. But there should be simpler ways!

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