Wow it's been a busy week but I wanted to share a great customer service experience I had. A month or so ago I signed up for a trial membership for a service. A few days ago the monthly charge showed up on my bill and I was a little concerned since I forgot about it. I was a little nervous calling the company to cancel because they usually pressure you to stay with them, want to know why you are canceling etc but I thought I'd give it a try. Here is how my experience went:
(1) Answering the phone - The representative from this company answered before the second ring.
(2) Great Customer Service Skills - The rep was pleasant and listened to me without interrupting. I didn't have to give a reason for canceling and he even offered to give me a refund for the charged amount for this month. He was 100% engaged in our conversation, which doesn't seem to happen too often.
(3) Email confirmation - I have never had this happen to me. The rep emailed me, or it could have been their system that automatically sends out emails, and I was so impressed with the email that I want to share it.
Subject Line: TheLadders.com - Phone Call Follow-Up [Incident: 080915-000983]
Thank you for allowing us to be of service to you.
Discussion Thread
(Matthew) 09/15/2008 10:50 AM
Hi Liz,
Thanks for giving us a call
You're all set! I've processed your refund. You should see a total of $30 back on your credit card within the next three business days.
Your account has been downgraded from Premium to our free Basic membership. You will not be charged again.
Thanks for reading and best of luck!
Regards,
Matthew
Community Manager
TheLadders.com, Inc.
Have a Question? Click Here: http://theladders.custhelp.com
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