Social Media & Technology – Customer Service Expectations Change

Today as I was going through my bank account online, I noticed an electronic debit charge from Norton Internet Security and Anti-virus.  Since switching to a MAC computer quite some time ago, I had forgotten all about using Symantec Norton on my old PC computer.  Within a couple seconds, I was at their site looking for a way to get this resolved and I found an option to “Chat!” Oh Boy….here we go.

Normally, my expectations for this sort of support are minimal.  Seems like there’s never an easy to find phone number to call to get a real person and support.  I become negative (with an attitude) because I know how these things usually go down.  You sit there and wait for an hour, get someone who doesn’t really understand the problem, get drilled to purchase their products, or get every excuse under the sun why they can’t refund the auto-charge.

Today’s support from Symantec and Norton was different. Here’s how it went….

Brad has entered chat room.
Arindam
has entered chat room.

Arindam> You are being transferred to Arindam.
Arindam> Welcome to Norton Support, my name is Arindam, can I please have a minute to go through the information you have provided?
Brad> i was charged for an upgrade, didn’t want an upgrade, I don’t even have that computer anymore.
Brad> can I speak to a supervisor please? Thanks. 🙂
Arindam
>
So just to check that I’m looking into the correct thing, the problem that you’ve got is that you have been charged for the upgrade and want the refund for that. Is this right?
Brad
>
yes
Brad> it was an automatic electronic debit from my account.
Arindam
>
Thanks, your case number is 499251969 , please write this down.
Brad
>
got it, now what?
Arindam
>
Please let me know the description of charge that reflected on your bank statement.
Brad
>
04/26/10 CHKCARDNORTON *ANNUAL 877-29465 CAUS $54.99
Arindam
>
Please let me know the last 4 digit of your credit card.
Brad
>
40?7
Arindam
>
Thank you.
Arindam
>
Can I put you on hold for 2 or 3 minutes while I look into this for you?
Brad
>
Sure, No problem, thank you. 🙂
Arindam
>
Thanks for staying online
Brad
>
sure
Arindam
>
Please note that you have been charged for the Auto renewal of Norton Internet Security that is registered with your other email address.
Arindam
>
Please confirm me if you want the refund for that.
Brad
>
Yes, that’s my other email address and I do want the charge reversed, I don’t have that computer anymore. I also never received an auto renewal notice reminder or I would have canceled then.
Arindam
>
I’m sorry if there’s been a misunderstanding. Auto-renewal is supposed to be a convenient feature, but I’m sure it must be frustrating if you weren’t expecting to be charged
Arindam
>
I’ll be happy to refund the charge, and I’ll also make sure your account is updated so that you aren’t charged for auto renewal again in the future.
Brad
>
How long does that process take?
Arindam
>
I place the refund for the Order number, and the refund will be processed within 2 to 3 working days and it will show up in your next billing cycle (within 10 working days depending on your bank).
Brad
>
Thanks sounds like a plan, thanks for your help.
Arindam
>
You are welcome Brad.
Arindam
>
Is there anything else that I can help you with?
Brad
>
That was great, the Best Customer Service Online I’ve ever received!! Thank you!!  🙂
Arindam
>
Before we go can I check with you that the problem you contacted us about has been fixed and that its ok for me to close this case?
Brad
>
Case Closed, Thanks again Arindam.
Arindam
>
Good bye Brad.

This entire process only took all of about 7 minutes… WOW!  Not what I was expecting at all.

Is Great Customer Service back on the rise with all the Social Media tools and Blogging “voices” out there to hold companies accountable?  The Customer Service by Norton, Symantec, and especially Arindam made me a believer that having bad experiences with previous or similar situations doesn’t mean you’ll always have a bad experience in the future.  Their Customer Service was stellar!

Moments later….I received an email confirmation! 

Little did these guys know that I’d be writing this blog post regardless of the experience, and be sharing it with all my friends and readers here on AR.  The point of this post is that no matter who, when, where, or why you are providing customer service to a client, potential client, or even a past client, BE THE BEST YOU CAN BE.  You just never know who they are, their reach, or who’s ears they might bend.

My customer service expectations after this online experience have definitely gone up a notch! 🙂

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