Comments on: Costco rocks as it listens to its customers’ calls for help http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Fri, 10 Feb 2012 00:13:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: victor stone http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-9037 victor stone Wed, 30 Nov 2011 23:27:52 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-9037 At this moment i work for Costco Concierge Dispatch Team which we deal with the extended year of the manufacture and the Costco warranty; and my experience has been great. Im glad that i navigated through this page and saw how much an impact we give to our costco members of great services. Well i want to thank you all for being costco member and if anything we are here to help you guys ! At this moment i work for Costco Concierge Dispatch Team which we deal with the extended year of the manufacture and the Costco warranty; and my experience has been great. Im glad that i navigated through this page and saw how much an impact we give to our costco members of great services. Well i want to thank you all for being costco member and if anything we are here to help you guys !

]]> By: Anthony http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-9031 Anthony Sun, 27 Nov 2011 05:01:30 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-9031 My computer froze up and i needed help, and evidentally i saw the concierge service. (im 16 and i didint want to bother my dad with the trouble of calling and fixing my computer himself because he was going through a rough time). I ended up talking to a guy who pulled me through and helped fix my computer. However, at the end he asked my age, and when i told him, he said "dont worry about it, we'll keep this between us and your dad wont know your computer broke." I was so overjoyed that i HAD to write a review about how great the service is. My computer froze up and i needed help, and evidentally i saw the concierge service. (im 16 and i didint want to bother my dad with the trouble of calling and fixing my computer himself because he was going through a rough time). I ended up talking to a guy who pulled me through and helped fix my computer. However, at the end he asked my age, and when i told him, he said “dont worry about it, we’ll keep this between us and your dad wont know your computer broke.” I was so overjoyed that i HAD to write a review about how great the service is.

]]> By: Toby 'Zuckman http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-8871 Toby 'Zuckman Sat, 17 Sep 2011 23:33:34 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-8871 We were having a problem with a Sceptre 46 flat screen where there was a film which covered the screen periodically. I contacted Sceptre who I found very cut and dried and wanting me to return it to them in a box I did not have (2009 pourchase) and requesting me to pay $150 or so for UPS to pick it up. Sorry.but I was not about to have to pay for it. I contacted the concierge dept who put me in touch with Wilfredo (801801 bad int he Ft Myers Call center) dispatch team. He as on it immediately. I have read reviews on Sceptre and not too impressed with their customer service. Wilfredo not only got themto pay the $150 but also along witht he Atlanta Peachtree Dunwoody warehouse manager got someone to come help me pack up the tv to send it back to Sceptre. Sceptre did send me a box to pack it but I am not physically able to pack up a 46 inch tv. Wilfredo was in contact with me almost daily togive me an update. When Sceptre could not repair it, Wilfredo informed me they would send me a replacement (refurbished) and kept in touch with me until I receive the new tv. He went way out of his way but gave me confident . I am a big fan of Costco. Because of this experience I would only make these purchases thru them as their warranty is a real big plus. If I ever had a problem again, I would definitely be in touch with him. I also found whenever I called and he was not in, everyone was so kind and receptive. When we call with a problem is it nice to have a positive friendly voice at the other end. And I did learn one more thing...do not buy from Sceptre. I am not impressed with theitr customer service at all. They do not care one bit (i don't even see Sceptre at Costco anymore nor at other stores they claim to sell their products)) about their customers. I have found Costco to be very Customer friendly and helpful and especially Alfredo on the dispatch team . Yea, Wilfredo. Now I only hope this tv lasts thru the 90 days warranty. We were having a problem with a Sceptre 46 flat screen where there was a film which covered the screen periodically. I contacted Sceptre who I found very cut and dried and wanting me to return it to them in a box I did not have (2009 pourchase) and requesting me to pay $150 or so for UPS to pick it up. Sorry.but I was not about to have to pay for it. I contacted the concierge dept who put me in touch with Wilfredo (801801 bad int he Ft Myers Call center) dispatch team. He as on it immediately. I have read reviews on Sceptre and not too impressed with their customer service. Wilfredo not only got themto pay the $150 but also along witht he Atlanta Peachtree Dunwoody warehouse manager got someone to come help me pack up the tv to send it back to Sceptre. Sceptre did send me a box to pack it but I am not physically able to pack up a 46 inch tv. Wilfredo was in contact with me almost daily togive me an update. When Sceptre could not repair it, Wilfredo informed me they would send me a replacement (refurbished) and kept in touch with me until I receive the new tv. He went way out of his way but gave me confident . I am a big fan of Costco. Because of this experience I would only make these purchases thru them as their warranty is a real big plus. If I ever had a problem again, I would definitely be in touch with him. I also found whenever I called and he was not in, everyone was so kind and receptive. When we call with a problem is it nice to have a positive friendly voice at the other end. And I did learn one more thing…do not buy from Sceptre. I am not impressed with theitr customer service at all. They do not care one bit (i don’t even see Sceptre at Costco anymore nor at other stores they claim to sell their products)) about their customers. I have found Costco to be very Customer friendly and helpful and especially Alfredo on the dispatch team . Yea, Wilfredo. Now I only hope this tv lasts thru the 90 days warranty.

]]> By: Craig A. Ingraham http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-4910 Craig A. Ingraham Sat, 01 May 2010 12:31:56 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-4910 I just discovered your work through Drawn! and I'm completely in love with it, it's just wonderful! I just discovered your work through Drawn! and I’m completely in love with it, it’s just wonderful!

]]> By: B http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-3591 B Mon, 24 Aug 2009 23:28:58 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-3591 I worked at Costco as well and John is right, we didnt know ANYTHING. Well, I did, and a few other people. But, the girls, knew NOTHING. It was pretty bad...but I was 20 and made $10.50 an hour to do nothing, so i didnt complain. I worked at Costco as well and John is right, we didnt know ANYTHING. Well, I did, and a few other people. But, the girls, knew NOTHING.

It was pretty bad…but I was 20 and made $10.50 an hour to do nothing, so i didnt complain.

]]> By: Sid http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-3460 Sid Mon, 22 Jun 2009 18:11:10 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-3460 Got right in on the 800# for tech support. Tech seems very knowlegable. Am on hold right now as she is consulting for more info. After fighting with HP and having their Indian representative call me 3x around MIDNIGHT EST, and not calling during the hours I told them I was available, this is much more pleasant. I'll update this later with how it goes, but it's looking good so far! Got right in on the 800# for tech support. Tech seems very knowlegable. Am on hold right now as she is consulting for more info. After fighting with HP and having their Indian representative call me 3x around MIDNIGHT EST, and not calling during the hours I told them I was available, this is much more pleasant. I’ll update this later with how it goes, but it’s looking good so far!

]]> By: Brian http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-2931 Brian Fri, 21 Nov 2008 21:29:41 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-2931 My first experience with Costco Concierge Service has been unhelpful. My case is ongoing after almost 2 months. If you are calling about a technical problem for warranty service, the only thing Costco does is call the manufacturer's support number and connect you. In my case, Philips has replaced my LCD TV twice now, and both times the TVs have been received damaged, and poorly repaired refurb units. This last one they sent me is so scratched that the black bezel actually looks white. Costco has not been able to help at all, and they just stand a watch as the "middleman". I am quite disappointed with the concierge service, and in the future will not consider it an added benefit for buying from Costco. My first experience with Costco Concierge Service has been unhelpful. My case is ongoing after almost 2 months. If you are calling about a technical problem for warranty service, the only thing Costco does is call the manufacturer’s support number and connect you. In my case, Philips has replaced my LCD TV twice now, and both times the TVs have been received damaged, and poorly repaired refurb units. This last one they sent me is so scratched that the black bezel actually looks white. Costco has not been able to help at all, and they just stand a watch as the “middleman”.

I am quite disappointed with the concierge service, and in the future will not consider it an added benefit for buying from Costco.

]]> By: Becky Carroll http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-1006 Becky Carroll Wed, 21 May 2008 17:56:19 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-1006 Bill, so glad you left your comment! As you know, customer service is a tricky one, as customers expect the moon and stars to be delivered to them - now. Being too nice and trying to help everyone with everything won't help the service be more effective; there are probably better ways to serve customers if that is not your main goal. Setting very clear expectations of the service would be a good place to start! It would help avoid frustration on both the rep's and the customer's end of the phone. Let me know if Costco wants some help with this! ;) Bill, so glad you left your comment! As you know, customer service is a tricky one, as customers expect the moon and stars to be delivered to them – now. Being too nice and trying to help everyone with everything won’t help the service be more effective; there are probably better ways to serve customers if that is not your main goal.

Setting very clear expectations of the service would be a good place to start! It would help avoid frustration on both the rep’s and the customer’s end of the phone.

Let me know if Costco wants some help with this! ;)

]]> By: Bill http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-1000 Bill Wed, 21 May 2008 03:23:47 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-1000 The costco concierge service is the best customer support in the country. No competitor offers such a good program. We offer a 90 day return policy. Would probably still be lifetime but too many people took advantage of Costco's return policy. These are the same people who say that the service is not any good. The same people who would take back a 7 year old television and get a better one in return. When you call Costco Concierges you will get an english speaking person within minutes. You won't be sent thru endless loops and prompts that don't do anything but make the customer hang up in disgust. We got trained for 4 weeks before we ever hit the phones. No other company I have ever worked for offered this kind of training. Most places say here you go do what this guys does. Which we all know is the wrong way to be trained. The problem here is that were are only supposed to support televisions, computers, ipods, and cameras. Members see that sign and call in from everything from ceremic horses to coffins. And the members expect us to be experts on everything. I don't know anyone who can memorize the complete inventory from coffins to dvd players and be expected to memorize everything and how it works. Also alot of times the problems occur because costco is too nice and they try to help everyone with everything. This causes the customer expectation to be too high and thus frustration with the callers. The costco concierge service is the best customer support in the country. No competitor offers such a good program. We offer a 90 day return policy. Would probably still be lifetime but too many people took advantage of Costco’s return policy. These are the same people who say that the service is not any good. The same people who would take back a 7 year old television and get a better one in return. When you call Costco Concierges you will get an english speaking person within minutes. You won’t be sent thru endless loops and prompts that don’t do anything but make the customer hang up in disgust. We got trained for 4 weeks before we ever hit the phones. No other company I have ever worked for offered this kind of training. Most places say here you go do what this guys does. Which we all know is the wrong way to be trained. The problem here is that were are only supposed to support televisions, computers, ipods, and cameras. Members see that sign and call in from everything from ceremic horses to coffins. And the members expect us to be experts on everything. I don’t know anyone who can memorize the complete inventory from coffins to dvd players and be expected to memorize everything and how it works. Also alot of times the problems occur because costco is too nice and they try to help everyone with everything. This causes the customer expectation to be too high and thus frustration with the callers.

]]> By: Becky Carroll http://customersrock.net/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/comment-page-1/#comment-1001 Becky Carroll Thu, 21 Feb 2008 17:10:22 +0000 http://customersrock.wordpress.com/2006/12/12/costco-rocks-as-it-listens-to-its-customers-calls-for-help/#comment-1001 John, thank you for sharing your perspective. It is important for organizations to make sure the right level of resources are available when providing a service. Hopefully, Costco will continue to invest in this program, as it does set them apart from others. John, thank you for sharing your perspective. It is important for organizations to make sure the right level of resources are available when providing a service. Hopefully, Costco will continue to invest in this program, as it does set them apart from others.

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