Following on from my blog post about the appalling customer service earlier in the week by Virgin Media, I was on the hunt for customer service which went well above the call of duty.
For those who have not been following my blog, (or endless tweets) this week saw the arrival of an iPad, a device which I love, and will no doubt blog about another time. The delivery of said device had been contracted out to TNT Express, who up until now I had very little dealings with, other than at work. Previously Apple had contracted out delivery of their merchandise to UPS, so I was a little apprehensive at first to be experiencing the service of a new courier with such an important delivery.
I need not worry. If you take away one message from this post is that good customer service does exist in the UK, and it does so in the form of TNT Express. The reason why I am so impressed with TNT is two-fold:
Unlike many companies today, that expect you to pay for their support through premium rate numbers, TNT Express provide a free-phone number for you to ring with your queries. Once more my keypads role was limited to that of entering the initial phone number, I didn’t have to select sixteen different options to be put through to the correct department. Instead the phone was answered within 10 seconds by a human, in England who had the authority to deal with my problem. Non of this being transferred from support staff to manager, from India to Pakistan, my query was dealt with in record time by staff who couldn’t do enough to help.
In the 21st Century, good customer service should not be limited just to the phone, it should take advantage of new emerging technology. TNT did this to! The twitter account @TNTUKCare was staffed by fantastic staff who replied to my every tweet, and as can be seen (below) by the tweets exchanged, they demonstrated a sense of humor. Non of this corporate mumbo-jumbo, real support given by real people in a polite manner.
To sum up, Apple if your reading, TNT Express have done you proud. They have upheld the exacting standards and excellent customer service that you demand. TNT you will now be my courier of choice in future who I will both use for personal use, and recommend at work. Thankyou for all your assistance and proving that good customer service does exist .