In December years ago, I purchased a radial arm saw for my fiance (now my husband) for Christmas. I purchased it at (blank), used my (blank) charge card, and specified a date when I would pick it up. I saw the salesman write this date very clearly on the ticket with a "do not call when received" note on the ticket.

I came home from work several days later and Gregg asked me if I had bought something for him from this store. I said, yes, why? He said a lady from that store had called, asked for me, then proceeded to tell him that my saw was in. Then he said she caught herself and said: "I hope this isn't a Christmas present for you." He said that he didn't know but that he would give me the message.

Needless to say, I was very upset because the surprise was gone, I didn't have money to buy him anything else, and I felt Christmas was ruined. When I called the store manager the next day to share this experience with him so that he could prevent it from happening to anyone else, he said: "So what's the big deal?" -- instead of saying he was sorry, he would make sure it wouldn't happen again, or asking if there was anything he could do to help.

I tried to get my point across by asking him if he would like it if I called his wife and kids and let them know what they were getting for Christmas. He still didn't get it. He just treated me like some dumb woman! So I called Chicago and told the home office customer service department. I told them what happened and how I was treated by the store manager.

Some time later, I received a phone call from the manager and he informed me that he had heard from the customer service department. I settled for 30% of the purchase price credited back to my account, delivery paid, and a pack of saw blades.

I don't know if that man is still the manager, but I hope that this experience will encourage him to improve his customer service.

--B.B., Topeka, Kan.

The Telephone "Doctor's"® Response

Gift giving can be difficult. For a consumer to "let you in" on what's happening should be considered an honor. They trust you and expect you to share in the surprise.

How nice it would have been for the salesperson to really take an interest in this exchange. The instructions surely could have read, "This is a Surprise Gift! Do Not Call!" This salesperson only put down one-half the message.

When customers share a bit of their life with you -- get involved. Be part of the program!

Nancy Friedman, the Telephone "Doctor," has worked with corporations in the U.S. and abroad over the last 10 years to set standards for telephone skills and customer service. She and her husband, Dick, work together in St. Louis, Mo. For more information, see her Web site at www.teldoc.com.

Reprinted from Customer Service Nightmares: 100 Tales of the Worst Experiences and How They Could Have Been Fixed
by Nancy Friedman.
Copyright 1998, Crisp Publications.
Reprinted by permission of Crisp Publications.
All rights reserved.
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