Dream Not Of Today - Latest Comments in Quality Customer Service

Re: Quality Customer Service

Free Hugs — Sat, 12 Jul 2008 19:16:02 -0000

I am also a customer service rep for DHL. I wish some of my exchanges with customers were as entertaining. Next time you need to track a package and speak to a rep, you should call the 800 number and speak to a real person. These Live Chat tards are notorious for not knowing their jobs. If you had spoken to me I would have told you the truth on the first call and followed up on the problem.
Hope next time works out for you.

Re: Quality Customer Service

Arun — Mon, 04 Feb 2008 17:56:17 -0000

You have too much time on your hands. Nonetheless, funny :)

Re: Quality Customer Service

Rob Spectre — Sun, 13 Jan 2008 16:54:04 -0000

Update:

I did receive my laptop.

I did not receive a hug.

I am sad.

Re: Quality Customer Service

Gary — Sat, 12 Jan 2008 15:29:04 -0000

Rob, man, you're killing me :)

Re: Quality Customer Service

T-Dub — Sat, 12 Jan 2008 11:01:10 -0000

"Hello. I am DHL. How can I help you?"

Hi Stacie.

"Tell me more about, Stacie"

What time should I anticipate the delivery?

"How does anticipate the delivery, make you feel?"

Yesterday a representative indicated I would receive notification on reparations for this incident in 12 hours.

"Tell me more about, a representative."

No such notification was received.

"Please, go on."

My number is (415)203-8618.

"Can you elaborate on that?"

Is there any indication of when I will be receiving my hug?

"Why do you want a hug?"

This has been very disheartening..

"You are being a bit negative."

I am so informed.

"How long have you been so informed?"

"Hello. I am DHL. How can I help you?"

Re: Quality Customer Service

John Wall — Fri, 11 Jan 2008 15:22:11 -0000

I can't wait to hear if you get the hug! Get a camera, get a picture of the designated hugger!

Re: Quality Customer Service

Rob Spectre — Fri, 11 Jan 2008 13:26:05 -0000

Followup followup conversation with same represenative:

Please wait for a DHL Tracking Specialist to respond.
Chat InformationYou are now chatting with 'Stacie'
Stacie: Hi. Thank you for contacting DHL Live Chat. How may I help you?
Rob: Hi Stacie.
Stacie: As per our records, the shipment arrived its destination as on 01/11/08, 07:23.
Stacie: I will contact the respective service center and request them to deliver the package today that is on 01/11/08 by the end of business.
Rob: By destination you mean?
Stacie: Is there any thing else I can assist you with?
Stacie: It arrived to the destination service center at SAN FRANCISCO STATION, 555 23RD STREET, SAN FRANCISCO, CA 94107.
Rob: What time should I anticipate the delivery?
Stacie: Unfortunately, we do not know the exact time of delivery. It depends on the route of the delivery courier. Hence, it can be delivered at any time during the day.
Stacie: I appreciate your patience and understanding in this case.
Stacie: Is there any thing else I can assist you with today?
Rob: I wonder if you could rate this customer service experience for me?
Stacie: I apologize for any inconvenience this may have caused.
Rob: Yesterday a representative indicated I would receive notification on reparations for this incident in 12 hours.
Rob: No such notification was received.
Stacie: Unfortunately, the shipment incurred a delay in transit due to a DHL handling error.
Rob: Just a few minutes ago you terminated our chat session abruptly.
Stacie: Please provide me with your phone number so that one of our representatives should contact you.
Rob: And only now 15 minutes into this conversation do I have an accurate identification of the location of my shipment.
Rob: I'm interested in your assessment of this customer service experience.
Stacie: I sincerely apologize for the inconvenience caused.
Rob: On a scale of 1 to 5.
Rob: 5 receiving wine at the Last Supper.
Rob: 1 being the bread line in the Gaza Strip.
Stacie: We regret that the quality of service you received recently did not reflect the quality we strive for and appreciate you taking the time to let us know of your experience.
Stacie: It is candid feedback such as yours that helps us find new ways to improve our service offerings.
Stacie:
Stacie: However, I will forward this to the concern department, hence such type of mistake does not repeat in the future.
Rob: I'm afraid that is not an answer to my question.
Rob: On the scale presented, how would you rate the customer perception of this incident?
Stacie: Your shipment should be delivered today.
Rob: Would you say that does or does not improve the customer's experience in this incident?
Stacie: We sincerely apologize for the inconvenience caused and will try to improve our service levels.
Rob: I'm sorry. I get really confused when the subject of conversation is so fluid.
Rob: How would you categorize the experience of this shipment on a scale of 1 to 5?
Stacie: I will categorize the experience of this shipment on a scale to 3.
Stacie: I appreciate your patience and understanding in this case.
Stacie: Is there any thing else I can assist you with?
Rob: My number is (415)203-8618.
Rob: I would appreciate a phone call with your representative.
Stacie: Thank you for the information.
Stacie: I will update your phone number and one of our representatives should contact you within an hour.
Rob: Is there any indication of when I will be receiving my hug?
Stacie: One of our representatives should contact you within an hour and your shipment should be delivered today.
Rob: And this representative will be providing the logistical information necessary to collect this hug?
Stacie: Yes, they will contact you and inform you about the recent status of the package.
Rob: Excellent.
Rob: I'm excited.
Rob: This has been very disheartening.
Stacie: We regret that the quality of service you received recently did not reflect the quality we strive for and appreciate you taking the time to let us know of your experience.
Rob: No appreciation necessary.
Rob: A hug will do fine.
Stacie: However, I will forward this to the concern department, hence such type of mistake does not repeat in the future.
Stacie: Please be informed that one of our representatives should contact you to inform the recent update regarding the shipment.
Rob: I am so informed.
Stacie: Is there any thing else I can assist you with?
Stacie: Thank you for using DHL services. Have a great day. Bye.
Chat InformationChat session has been terminated by the site operator.

Re: Quality Customer Service

Rob Spectre — Fri, 11 Jan 2008 13:25:29 -0000

Followup conversation with considerably more cantankerous representative Stacie.

Chat Information Please wait for a DHL Tracking Specialist to respond.
Chat Information You are now chatting with 'Stacie'
Stacie: Hi. Thank you for contacting DHL Live Chat. How may I help you?
Rob: Hi Stacie.
Rob: What's the status of this shipment?
Stacie: I will assist you by providing the status of the shipment.
Rob: Awesome.
Rob: I'm excited.
Stacie: Currently, the shipment is in transit and DHL would make every possible effort to deliver the shipment.
Rob: It looks like it is still in Memphis.
Stacie: It is in transit to its destination.
Rob: Where is the package currently?
Stacie: Unfortunately, we do not have the exact location of the package, it is in transit to its destination.
Stacie: DHL would make every possible effort to deliver the shipment within 24-48 hours.
Stacie: You need not to worry.
Rob: When was the package first shipped?
Stacie: It was picked up on 01/09/08, 16:32.
Rob: What service was selected for the shipment?
Stacie: It was shipped under Next Day service.
Stacie: Unfortunately, the shipment incurred a delay in transit due to a DHL handling error.
Rob: So I heard yesterday.
Rob: Where I also heard it would be delivered today.
Rob: Is 24-48 hours today?
Rob: I'm not so good with the maths.
Stacie: I will contact the respective service center and speed up the delivery of your shipment within 24 hours.
Stacie: I apologize for any inconvenience this may have caused.
Rob: Where is the package currently?
Stacie: It is in transit and it should arrive to its destination today.
Rob: Not 24-48 hours?
Stacie: DHL would make every possible effort to deliver the shipment within 24 hours.
Stacie: Is there any thing else I can assist you with?
Rob: I am a little confused.
Rob: You'll have to forgive me, I'm a little slow.
Rob: I'm trying to process the following data points:
Rob: 1) The shipment will be delivered in 24-48 hours.
Rob: 2) The shipment will be delivered today.
Rob: 3) The shipment will be delivered in 24 hours.
Rob: Seems like this conversation is exceeded the bounds of a statistical deviation.
Stacie: I will contact the respective service center and request them to deliver the shipment today.
Rob: I'm sorry, what is the respective service center?
Stacie: It is the SAN FRANCISCO center.
Rob: So the package is in San Francisco?
Stacie: As it arrives the San Francisco center today, I will request them to deliver your package today.
Chat Information Chat session has been terminated by the site operator.

Re: Quality Customer Service

G-sus — Fri, 11 Jan 2008 08:09:17 -0000

Incredible!

Re: Quality Customer Service

Daniel — Thu, 10 Jan 2008 23:40:08 -0000

LOL, 12 hour hug service. w00t!

Re: Quality Customer Service

Marilyn — Thu, 10 Jan 2008 20:28:55 -0000

This is hysterical! One hug from Mama Traffas next time you're in the valley - well, you always get one anyway, so maybe two?! . . .still laughing here -

Re: Quality Customer Service

Nellie — Thu, 10 Jan 2008 19:10:10 -0000

hahahahaha I'm so laughing out loud right now!!
Rob, you're great. I'll give you that hug. ;)

Re: Quality Customer Service

Aaron Traffas — Thu, 10 Jan 2008 16:28:24 -0000

Beautiful.