How it should be done #3
Once again – its a number of very small touches that make great customer service. I recently upgraded from Sky to Sky HD – the experience was completely pain-free, but really enhanced by a number of very small touches along the way:
I booked the service by phone and got queued for getting an appointment – when it was my time, Sky emailed and texted me to let me know I could book online, I even got one month free for using the online channel.
The engineer was booked for Sunday between 12-5, but the day before he phoned to confirm and narrowed the time down to between 12 and 2 – meaning I could plan activities for later in the day – he arrived at 12.45.
The engineer was polite, quick and even offered to wear overshoes as it was raining outside, but the icing on the cake was when he left a small card with his cellphone number for 30 day DIRECT support with him rather than going back through a call center.
All installed in 5 days from first call to fully working, great quality product backed by decent service. Would I recommend Sky HD? Damn right I would.
What other great customer services have you had?
Dec 02, 2009 @ 22:09:17
Orderd HD today, and install is booked for next Tuesday. Impressed already.
To backup the great Customer Service. Two years ago I moved house and the previous occupant never cancelled the BT Broadband. I didnt know this when I placed the order with Sky for their Broadband. This was a pain but Sky would say, I will call you next Tuesday around 11. I thought yeah right, then on the Tuesday at 11 they would call.
Dec 08, 2009 @ 11:43:02
Sky+HD was installed today.
I was a bit suprised, maybe based on your experince. That I hadnt had any confirmation from sky leading up to install. When I contacted them yesterday they informed me as I had confirmed at the time there wouldnt have been a follow up and it was booked for Tue as agreed. Seems fair.
Engineer called at 8.30 to say he would be here between 9 & 12. He arrived at 9.20. Installed it quickly. We did have an issue where Live Pause wouldnt work which he fixed. He did tell me this was happening a bit at the momment and it has to be resolved by the call centre, which he caleld through and fixed. So all done in 40 minutes.
A neighbour happend to be passing and called in as he was having some issues with his HD Box. The Sky engineer went after my job to have a look at this for him so cant fault them for service