Good Customer Service or Creepy?

[Angel!]

So my internet has been down & comcast had to come out twice to fix it. I can't figure out if they just have the best customer service ever or what.

The first gives me his cell number & his hours & tells me call if I have more problems or need anything else. I didn't call him back when I had more problems because I wouldn't have been able to get home within his hours & because it seemed a little odd. The guy was nice enough, but I've never had a repair man for a large company like that suggest I call them directly & bypass the general number to schedule repairs. Plus, why call back the guy that essentially made the problem worse.

So the second guy fixes the problem & then calls me several times throughout the rest of the day to make sure my internet is still working & I am not having any more problems. Again not a creepy guy, but seemed over the top compared to normal customer service. Although he did tell me where he lives, which is about a block from my house, so that was a little odd.

Is this normal customer service in your experience or am I right to feel a little odd that they seemed to go above & beyond?

And then what does that say about me when I feel weirded out because someone is too nice or provides too good of service?

[midjd]

I think it's creepy on both counts! We have Comcast and I've never had that happen... they've had to come out a few times to fix it.

[Wisconsin Beth]

Obviously they think you're an angel, Angel!

Seriously, my SIL got pulled over for speeding a couple of years after the wedding (so eons ago.) The cop wanted her personal info. She was so creeped out that they got a new, unlisted phone number the next day.

[Deleted]

[hoops902]

Eh, it might be a little creepy, but we had hte same thing with dish and we had similar things with our internet when it went out for an extended period of time. They called back a couple times to make sure it was still working. I would assume 2nd guy called back because he was worried you'd ditch them after having one of their people screw it up even worse.

[Sam_2.0]

We have ATT & Direct TV. We've had to have a couple service calls on each service. I think they contract out, so if you contact the repairman directly to fix lingering issues, it does not "ding" them again? We've had both give us their cell information and tell us to call (they gave it to me, and then they gave it to DH).

[resolution]

We had a lot of problems dealing with Verizon getting our internet hooked up. We finally found the local technicians who came out and connected the wires to the house. They gave my husband their cell numbers and asked him to call them directly if there were further problems and also called the house a few times. By the time it was fixed I was long since ready to switch to Antietam cable, and it was just DH wanting to give Verizon another chance.

[Deleted]

We've had technicians give us their cell phone #. DH and I are in our 50s so it's not like we're hotties.

[Green Eyed Lady]

I've also had my cable tech give me his cell number and I'm certainly no hottie. If he gave me a napkin saying, "Call me, baby.", I might get worried (or all hot and bothered cause he's kind of cute). These cells are their business phones. I'm sure they use them for personal stuff, too, but that is how they keep in touch with their home office and their customers.

[findingdeadbeats]

In our area all of the installers/workers are contracted. Most of them will give you their card in case you have any issues because they are easier to get in touch with and also some things that they charge for they then get the business.

[bean29]

I am going to go out on a limb and assume it is one of two things.

1) They work on commission and they want your follow up business.

2) Part of their continued contract with the company is good customer service survey responses. If they follow up, offer to do followup trouble shooting they are more likely to get good results on the customer surveys.

DH gets a higher commission % if he gets positive customer feedback.

DH sells insurance. He often/always gives out the cell phone #. Why. 1) he says that if his customers need insurance they want it now, if he is not available they will go somewhere else.
2) If you call his office # and the call forwards to corporate, they will write the policy, but he will not get credit/commission for it. If they write it incorrectly and they often do, he will get the "credit" for it being written wrong and be responsible to fix it. If there is a bad customer survey it will go against his agency not the Customer Service Center.3) If you have a claim, he would rather talk to you before you talk to the company. He also often shows up on site to help orient the customer to the process.

[Angel!]

Ok, sounds like good customer service. I just have never had anyone do that. Qwest people certainly never gave a crap, nor did any of the satellite services I have ever had.

Pretty good for a company that IMO has really sucky online & phone customer service.

[andi9899]

May 15, 2012 9:13:56 GMT -5 @bonnap said:

We've had technicians give us their cell phone #. DH and I are in our 50s so it's not like we're hotties.

You can be in your 50's and still be hotties!

I've had technicians give me their cell numbers too. It was never creepy.