I was not expecting this.
The last time I had to get hold of Microsoft for support was many years ago. It was so horrible, I’ve just never tried since. So, when a download of Office 2010 went awry, I was not looking forward to the experience at all.
“There’s no way I’m even going to find a telephone number” I thought to myself. Microsoft used to scrupulously hide any potential way for a customer to actually communicate with a human. Wrong. Not only did I find the number right away, but I got a human right away.
The phone line had that ‘Skype-ish’ quality to it, so my next thought was, “I’ve just been routed to a call centre in some country where the person has no authority or skills to help me.” Wrong again. ‘E.J.’ was extraordinary. It was clear that he was following a very rigid customer service process – listening, echoing, confirming, asking questions, etc – but it was a good process, and he executed it very well. He resolved the issue quickly and efficently – and managed to navigate some of my own time constraints.
Once it was over, I thought that was the end of it. Stirke three – wrong again. One hour later, he called back to confirm that everything was working okay. THEN I got an email two days later from him to confirm again that everything was okay.
Microsoft – you’re getting it right!