Calling Up Great Customer Service

Pamela Young
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Wednesday - October 05, 2005
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Dear Pamela,
I would like to sincerely thank Galen at Macy’s Ala Moana, fourth floor in the Housewares Department. I was waiting in line at the cash register when Galen asked if he could help me. I told him that I would like to know my credit card balance so I could make a payment. He said it was the store’s policy not to disclose private and personal information. I explained to him that I have not been receiving any billings and therefore I was charged a late payment fee. I told him that I called the 1-800 number and could only get recorded messages with no option to speak with a representative to explain my situation. He was kind enough to call the number for me and somehow got me to speak with a live person. I was able to get the balance of my credit card debt and I was credited for the late charge.

Most cashiers do not have the time nor patience to go beyond their daily duties. I was ready to close my account and cut up my credit card, but because of Galen I will continue to do business with Macy’s.

Mary Kanetake
Salt Lake



Dear Mary,
Luggage sales associate Galen Ching says Customers Service usually takes care of such problems but if it’s something he can do, why not? “We have options not readily available to the customer, so I try to make it easier by making those phone calls or contacts using our own resources. It’s worth it when they go away relieved with a smile on their face.”

Dear Pamela,
This will renew your faith in the human race:

I am a new bike messenger for Crosstown Couriers, and I got hit by a kid on a BMX at the corner of University and King. The kid was fine, I was fine, but he blew out my front tire and I still had to go 10 blocks to make this delivery. So I biked on my rim until I got to Coldwell Bank and dropped off my package.

I told the receptionist my problem, compounded by the fact I had brought no money with me that day. I couldn’t even try to fill my tires at a gas station. So the lovely ladies gave me 50 cents to get air. I then proceeded across the street to fill my tire, and the guys at the station gave me it for free! But when we put the hose on my tire, it just blew out the sides.

I have another delivery to pick up and drop, it’s pouring down rain, and I am riding on my rim from Ward to Bethel, where our office is, so I can get a tube. No money, I can’t even hop on the bus. Then, lo and behold, I see The Bike Shop.

I go in and explain to Kevin my dilemma. He understands, he fixes my bike, and on my good word, he lets me go with the promise I will return with payment. How is that for ALOHA FRIDAY! Saved my day; I could make five more deliveries, and they made me feel all warm and fuzzy inside.

Remember everyone, love and aloha do exist, the more we spread around, the more will be returned to us. Live it, know it, give it ... ALOHA.

Lee Hogan
Downtown


Dear Lee,
Actually, it was assistant manager Keith Nishimoto who helped you. “She came in with a flat tire and explained she was on a job. We’ve done emergency repairs for courier companies before, so we know how important their deliveries are. It takes 10 minutes and they’re out the door!”

(If you know someone who deserves some Applause, send your letters to Pamela Young, MidWeek Applause, KITV, 801 S. King St., Honolulu, HI, 96813 or e-mail pyoung@kitv.com. Include your name, phone number and, if possible, the phone number of your “applaudee” so we can contact him or her.)

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