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susandennisI've been a Netflix customer since forever. Today was the second time I ever remember calling them. (The first time was years ago when I canceled my account. When I reinstated it about a year after that, my old queue was waiting for me!) In the olden days, I think I had some email exchanges but, apparently, that's no longer an option so now you call.
The problem is that The Wire Season 2, Disc 2 has been at the top of my queue since the Nixon administration and they keep NOT sending it! I sent two movies back and today they skipped it again and that was the straw so I called.
The website said 3 minute wait. Yeah right.
I dialed. I got a very simple telephone tree - 2 options. I punched in the 6 digits that the website gave me and was told it would be 3 minutes. It was 2. Actually 1 and some change.
Ken - who, thanks to the 6 digits I punched in - had my queue in front of him and after introducing himself asked for my name politely and kindly and asked how he could help me using a tone of voice that sounded like he really wanted to.
I explained. He said he'd send out a bonus movie right now and, hopefully, that would be The Wire Season 2, Disc 2. We chatted about the hows and whys and what I could do next time and that was it. 5 minutes later my queue shows that The Wire Season 2, Disc 2 will be here on Thursday.
As I look back on the conversation, outside of sending the DVD, he really was no help at all. He couldn't tell me how to work the system to get what I wanted or why the system wasn't working the way it should.
But the way he talked - his tone, his words, his kindness.... Frankly, even before I knew the correct DVD was coming, I was a happy customer again.
He was so nice, I may call next week just to say hi.
What a delightful experience.
The problem is that The Wire Season 2, Disc 2 has been at the top of my queue since the Nixon administration and they keep NOT sending it! I sent two movies back and today they skipped it again and that was the straw so I called.
The website said 3 minute wait. Yeah right.
I dialed. I got a very simple telephone tree - 2 options. I punched in the 6 digits that the website gave me and was told it would be 3 minutes. It was 2. Actually 1 and some change.
Ken - who, thanks to the 6 digits I punched in - had my queue in front of him and after introducing himself asked for my name politely and kindly and asked how he could help me using a tone of voice that sounded like he really wanted to.
I explained. He said he'd send out a bonus movie right now and, hopefully, that would be The Wire Season 2, Disc 2. We chatted about the hows and whys and what I could do next time and that was it. 5 minutes later my queue shows that The Wire Season 2, Disc 2 will be here on Thursday.
As I look back on the conversation, outside of sending the DVD, he really was no help at all. He couldn't tell me how to work the system to get what I wanted or why the system wasn't working the way it should.
But the way he talked - his tone, his words, his kindness.... Frankly, even before I knew the correct DVD was coming, I was a happy customer again.
He was so nice, I may call next week just to say hi.
What a delightful experience.
