EDITED: Thank you for taking the time to respond. I totally understand that everyone has stressful days and difficult interactions with their customers.
That said, I also believe customer-facing roles require us to separate our personal frustrations from our interactions with customers. My review wasn't meant to suggest that anyone isn't human or doesn't deserve grace. It was simply an honest account of how the interaction came across from our side.
And yes, Jay did a fantastic job. He represented your company well, and I hope he receives the recognition he deserves for that.
I genuinely hope our next experience is a better one.
Orginal:
3 stars only because of the CSR (or office manager, based on other reviews). As a CSR/dispatcher for a local plumbing company, I was honestly surprised by the way Chris spoke to my husband. Customer service should make people feel comfortable and confident in choosing your company, not like they're an inconvenience.
I understand warranty companies can be frustrating to work with. Trust me, I deal with them too. The rules, approvals, and payment terms can be a headache, but that's never an excuse to be rude or dismissive to customers who are simply trying to get their appliance repaired. What was most disappointing was seeing similar attitudes reflected in responses to other reviews. Instead of addressing concerns professionally, the responses often came across as defensive and unprofessional.
Now, onto the positive: Jay was great. He was friendly, professional, didn't waste time with unnecessary small talk, and had our dishwasher fixed within an hour. I really appreciated his efficiency and customer service. If this review were based solely on Jay, it would have been 5 stars.
Jay, if you happen to read this, I apologize for your name being attached to a review that is largely about my experience with the office. You provided excellent service and were the highlight of an otherwise disappointing customer experience.
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EDITED: Thank you for taking the time to respond. I totally understand that everyone has stressful days and difficult interactions with their customers.
That said, I also believe customer-facing roles require us to separate our personal frustrations from our interactions with customers. My review wasn't meant to suggest that anyone isn't human or doesn't deserve grace. It was simply an honest account of how the interaction came across from our side.
And yes, Jay did a fantastic job. He represented your company well, and I hope he receives the recognition he deserves for that.
I genuinely hope our next experience is a better one.
Orginal:
3 stars only because of the CSR (or office manager, based on other reviews). As a CSR/dispatcher for a local plumbing company, I was honestly surprised by the way Chris spoke to my husband. Customer service should make people feel comfortable and confident in choosing your company, not like they're an inconvenience.
I understand warranty companies can be frustrating to work with. Trust me, I deal with them too. The rules, approvals, and payment terms can be a headache, but that's never an excuse to be rude or dismissive to customers who are simply trying to get their appliance repaired. What was most disappointing was seeing similar attitudes reflected in responses to other reviews. Instead of addressing concerns professionally, the responses often came across as defensive and unprofessional.
Now, onto the positive: Jay was great. He was friendly, professional, didn't waste time with unnecessary small talk, and had our dishwasher fixed within an hour. I really appreciated his efficiency and customer service. If this review were based solely on Jay, it would have been 5 stars.
Jay, if you happen to read this, I apologize for your name being attached to a review that is largely about my experience with the office. You provided excellent service and were the highlight of an otherwise disappointing customer experience.
