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Friday, February 03, 2017

Customer Service Experience: CharityHowTo

One of my supervisors, Bob Bergstrom, recommended me the CharityHowTo website to attend webinars about non-profits. I purchased a gold membership for $89 per month which includes access to recorded webinars.

So ideally, if I select a recorded webinar it should be included in my membership. But due to some glitch, they were charging me again for the webinar and for the gold membership (which I am already getting charged for every month).

Obviously, it was very confusing. I tried to contact their customer service with a 617- (Boston) number. The first two times I tried, it went to voicemail. Then, someone named Amy called back on my number. She promised they wouldn't charge me twice and I should be able to access my library free of charge.

Not only that, the owner, Kurt Steiner,  talked to me after that.

Me: So, are you in Boston?
Kurt: We had an office in Boston, but we are in Panama in Central America now. I see you have a 617 number too.
Me: I went to school there.
Kurt: I apologize again for this. I have sent an email and left a voicemail for you. Our engineers are taking care of it as we speak. Is there anything else I can do?
Me: No, Amy took care of me. Thanks !
Kurt: Great! You have a great weekend!
Me: You have a good one too!

Nice, human conversation when I was expecting pre-recorded messages.

I know it becomes difficult for larger corporations to stay in touch with their customers. Hence, what we call 'the moments of truth' in customer service becomes increasingly negative.  Before the interaction, I was considering canceling my membership. Now, I know that someone feels responsible for the glitch and are trying to fix it.  Sometimes, that is enough. 

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